Every Friday, the Expert Ops team will recap the latest enhancements and bug fixes, tips and questions from the Expert community, and preview what’s happening in the following week.
Latest Enhancements and Bug Fixes
|The last viewed time stamp is displayed in UTC time instead of Expert’s local time zone.||FIXED|
|TBB timer is not stopped when question lock expires.||FIXED|
|Display category names in Filter to distinguish between categories on different sites.||FIXED|
If you still experience any of the issues above, let us know at email@example.com.
Questions from the Expert Community
Yesterday, we started the PQA Test as announced. Because this is a test, we asked for your feedback about what’s working and how we can improve the PQA experience. We also asked you to test Time-Based Billing questions, a type of question in PQA. For this PQA Test edition of Week in Review, we want to take the opportunity to explain a few topics and answer common questions we’ve been getting.
PQA and mobile devices
At this moment, PQA is NOT optimized for mobile devices and tablets. Although you can access PQA on a mobile device, the layout makes it difficult to lock and give the best answers. We highly recommend you use a desktop or laptop. Click here for more information about OS, browser and device recommendations for PQA.
PQA and Chat
To be clear, PQA is an answering interface and not a question type. PQA was built for Experts to manage and answer all question types on one interface. Question types include TBB, Q&A and Chat. We got rid of Chat questions on April 14th. We understand that the conversation style in the PQA interface may look like chat, but it is not.
Time-Based Billing (TBB)
One of the things we are looking to test is a Time-Based Billing question type. We want to know if customers would be interested in purchasing additional work time with you. From past data, we estimated that most questions are closed within 10 minutes. When you click PQA to open a question, it is locked for one minute. It’s a good opportunity to send a quick intro and let your customer know that you are working on their question. At any time, you can click on the Lock button to give yourself 5 minutes of lock time. When 2 minutes remain on the work timer, a pop-up notification is automatically shown to the customer asking them to purchase another 10 minutes of work time with you. An automatic rating is NOT given when customers purchase more TBB time. Click here to learn more about how TBB works.
For the purpose of this PQA Test, only TBB questions are available.
What is Gift Time?
Gift Time is a feature of Time-Based Billing (TBB) questions. It’s a simple tool to delight and surprise customers by giving them additional work time for free. Click here for information about Gift Time.
Closing questions in PQA
The Close Question button after a positive rating is a feature that has not been built in PQA at this time. If your customer sends a message after a rating has been given (e.g. “Thanks”), you can just reply again (e.g. “You’re welcome”) and let them know that no further action is required.
Why can’t I click on the Send button?
Double check to make sure that you are locked into the question by clicking on the Lock button.
Why can’t I see Payout Value in the Question Details in PQA?
We plan to add the Payout Value in the next release. At the moment, you can see the value from the PQL.
I can’t uncheck the “I’m ready to be rated.” checkbox. Will my customer be prompted for another rating?
Even though you cannot uncheck the “I’m ready to be rated” box after sending your answer, any response afterward will NOT prompt the Customer to rate again. One answer sent simply enables the 5-star rating box at the top of the Customer’s page.
We often get questions that can be found in the Experts’ Resource Center. Please visit the resources available and if you still have issues, contact us at firstname.lastname@example.org.