IMPORTANT INFORMATION:
1. TECHNICAL SPECIFICATIONS FOR ONLINE EXAMS:
Make sure to familiarise yourself with the Technical Specifications as these could change at any time.
Remember that this is the minimum specifications per student.
https://icbhelpdesk.freshdesk.com/a/solutions/articles/9000196144?portalId=9000040355
2. PRE-EXAM CHECKS:
PRE-CHECKS HAVE BEEN UPDATED FOR AUGUST EXAMS.
https://icbhelpdesk.freshdesk.com/a/solutions/articles/9000204744?portalId=9000040355
https://icbhelpdesk.freshdesk.com/a/solutions/articles/9000204821?portalId=9000040355
3. LIVE CHAT ON EXAM DAY
Live chat will be activated on Macci on exam day from 12:30. ALL agents must open the Live Chat app on Freshdesk to be able to see incoming chats.
We have also told students that they can email us if Live chat does not work.
NOTE: The chat functionality will be open to ALL students on Macci during the exam time. So you may receive queries not related to exams. Let the student know you will get back to them and add the chat to Freshdesk as a ticket to respond to later.
4. POSSIBLE ISSUES ON EXAM DAY
A KB article has been put together for students and agents with additional instructions on how to do certain functions.
Please use this article and the instruction documents to assist students on exam day.
Before giving advice, make sure you have asked the relevant questions to understand what the students issue could be.
https://icbhelpdesk.freshdesk.com/a/solutions/articles/9000202679/edit?portalId=9000040355
Other potential issues that have not been added to the student document but are for internal information only:
REPORTING OF ISSUES DURING AND POST EXAM:
1. Academic and Technical questions that cannot be answered and need to be escalated
All technical and academic queries should be answered as quickly and thoroughly as possible but if there are issues that need to be escalated - follow the below.
Step 1: Make sure you have investigated the issue. Also let the student know that any time taken to resolve the issue, will be added to their exam once resolved.
Step 2: If you can't resolve: Add a note for Mishkah, and Mandisa for Academics and Marcelle for Technical queries
Step 3: If a general issue, Mandisa and I will add a note to the Staff Skype group to let everyone know we are working on the query.
Step 4: You are the owner of that ticket / chat until the issue is resolved.
Step 5: The resolution will be communicated to you directly to assist the student or in the Staff Skype group to let everyone know what the solution is.
Step 6: Get back to the student and assist until they are sorted and let them know how much time will be added to their exam (Take the start time and end time of the query)
Step 7: Add a note to Mandisa to request approval for extra time. Add TOTAL time requested and REASON for request. This will be approved and escalated to Tech Support to add.
2. Student feedback and PP requests
General issues:
- Students must report all issues in the After Exam survey before midnight on the day of exam
- These surveys will be reviewed after exam week
Academic postponement request:
- New additions and changes have been made to the Exam policy and postponement processes. Please ensure that students are directed to this information.
Tech Support will be running processes in the back end and students who have queries when trying to enter their exam and during the exam should be resolved by agents as far as possible when the queries come in.
Make sure you understand all the technical specifications required for students and what needs to be completed before they can do an exam.