Customer Support Report

customer_support

Something which surprised me about WaLTS when I started was the lack of management information on the work we do to support our customers. There has been a few spot audits to analyse busy periods, but nothing coherent or consistent, so I asked the team to start recording resolved work using a simple form and then presented the results in a report for the benefit of our senior management. Those graphs will take a little time to fill out, but we’re off to a good start.

Flubaroo

Have discovered Flubaroo today. Well, I can’t really lay claim to the ‘discovery’, I’m sure other people knew about it, but it was new to me. Flubaroo is a plugin for Google Docs Spreadsheets that can automatically grade the submissions from the corresponding Form and email the students their grade, turning Forms into a very useful quiz tool.

The background to this was an academic who wanted to transition from paper based assignments, for a cohort of around 300, to online submission. The easy option, use the Exam tool in the VLE, was not suitable as it does not have a calculated numeric question type. There are many, many quiz tools out there with similar functionality, but I suggested adapting Google Forms because the results would go straight into a spreadsheet and he was already having to use an Excel spreadsheet because of the complex formulas in question (entering the student’s work manually, time consuming and introducing a source of error).

Looking for a way to automatically send students their marks led me to Flubaroo that can not only do this, but can also automatically grade responses based on a specified answer row. Usage is straightforward: set up the form as normal, complete the form yourself entering all the correct answers (this is an important step, you’ll see why in a moment…) and then in the responses Spreadsheet find and install Flubaroo from the Add-ons menu. You run the tool from the same menu, so Add-ons > Flubaroo > Grade Assignment and then you will be asked to first assign points, or not, to each column, and secondly to specify a row to use as the ‘correct answers’ row, which is why it is important to take the quiz yourself first.

There are a few points to note. First, it will not allow you to grade an assignment until there have been at least two submissions, which is logical when you think about it, one to be assigned as the answer row, and at least one to actually grade. If you want to re-grade an assignment you have to go through the set-up process of assigning points and correct answers again, and similarly there is no option to simply grade new submissions to catch the stragglers or anyone with dispensation to submit late. Finally, the ‘Grade’ sheet which is produced is not live-updating, so if you want to manually grade some questions or award extra points you need to update the column in question and then the Total Points and Percent columns manually as well, it’s a shame those two columns are not formulas instead, but these minor quibbles do not mar an excellent little tool.

http://www.flubaroo.com/
http://www.edcode.org/home