For basics on how hours are calculated, take a look here.
Some things to keep in mind beyond the basics:
- The charts may not update in real time. You may not see your hours update during, or immediately after, your shift, but they will eventually be there. If after a considerable amount of time they are still not changing submit a bug report in the Talk To Us feature on the Platform (more below!).
- What is considered the “week” and “month” is dictated by Eastern Standard Time, not your local timezone. So, if you’re volunteering Sunday evening, or on the last evening of the month, depending how long you’re on the Platform, or what timezone you're in, some of your hours may be allocated to the new week/month!
- Weekly Commitment - the week will reset at 12:01am EST Monday
- Hours Per Month - the month will reset at 12:01am EST on the 1st
- Hours round differently on different charts. So, if you stay on for 15 minutes extra to wrap up a convo, you’ll see an additional 0.5 in your Total Hours chart, but only an additional 0.3 in your Weekly Commitment chart.
- Weekly hours are more specific and round up to the nearest tenth of an hour
- Total hours round up to the nearest half of an hour.
- Hours reflect when you are in the queue or in conversation, not necessarily all the hours you have spent on the Platform in general. See the basics for more details!
If your hours still look incorrect, submit a bug report using the “Talk to Us” feature! Below are some tips for your bug report:
- Don’t spare the details! The more specific the better. At a minimum it would be helpful to know:
- Which chart(s) you’re seeing a discrepancy on
- What you think your hours should be
- What time you were on the Platform that is impacted, including when you logged on, pressed “Help Another Texter” and logged off
- Include your browser and operating system information (it will auto-populate for you, just don’t delete it!)
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