Frequently asked questions about Certiverse's online proctoring options
Q: What are the proctor wait times?
A: Sessions can be started within 15 minutes of the scheduled time, and we currently have a 30-minute grace period for test takers to begin the session. Wait times to access a proctor are usually 5-10 minutes.
Q: How far out are sessions booked? Can a test taker register for an exam the same day?
A: Sessions can be scheduled up to 24 hours before the exam, pending availability.
Q: Is the support coverage 24x7?
A: AI proctoring is available 24/7. We are continuously adding live proctoring sessions to cover 24/7 proctoring as demand increases.
Q: What is the proctor-to-candidate ratio?
A: We currently support a 1:5 sessions proctoring ratio, but the ratio will increase as we incorporate more technology into the platform. We expect to increase ratios in Q3 of 2024.
Q: If the test taker is disconnected, how does the proctor reach out to them? Chat, call, zoom?
A: Test takers who lose connection can immediately return to a session after they regain connectivity. Test takers can chat with the Certiverse support staff if they require assistance. We have the ability to offer remote control assistance if needed. We do not offer phone support as most issues are resolved over chat. If the disconnection exceeds a 30-minute threshold, the test taker must contact our support center to reschedule the exam.
Q: Does Certiverse only offer chat with the proctors or is there voice communication as well?
A: The Certiverse model is to use chat to communicate with test takers. Voice conversations are difficult to audit and translation is harder to monitor. In addition, chat is more flexible and accurate for users with disabilities.
Contact Us
If you have any questions or need additional assistance, please contact us by either emailing support@certiverse.com or by submitting a ticket from this article.