We have been spending a lot of time looking at the data for our tech support agents and we have made adjustments accordingly. We have adjusted our hours (and the activation email that you give to students will reflect this change in the coming weeks) to the days and times when you and your students need the most help. The new hours are:
o Monday - Thursday, 8am to 3am EST
o Friday 8am to midnight, EST
o Saturday noon to 8pm EST
o Sunday noon to 3am EST
These hours are for phone, email and chat. (We will no longer have 24 hour chat, but the chat option, which has been down for maintenance, is due back up on 8/2.)
We also know that students are most likely to call for help at the beginning of the semester, because they are having trouble registering. As a result, we made some changes to the registration process for students that we hope will alleviate some of these issues. As always, if you can provide your students with the course URL for your course (which includes the course ID number in the title), that certainly helps them to make sure they are in the right course, not just any course.
Let us know what you think about these changes!