Supporting Candidates: Proctoring Queries
Updated
by
Amy Thomas
Proctoring requires the use of a camera, microphone, and possibly a second device, depending on the options you selected when creating the job or sending out the invitation to your candidates.
The additional hardware requirements can make the assessment completion process more complex. However the monitoring setup process explains to candidates what they need to do at each step and we provide two help guides within the candidate experience to assist them with this.
- About Proctoring guides candidates through the setup process.
- Proctoring Troubleshooting Guide provides instructions for resolving common problems candidates may experience.
We encourage candidates to reach out to our Candidate Support Bot if they need further help with completing these steps.
Common proctoring queries from candidates
Candidates may reach out for assistance with the following:
- Camera check failed: The Criteria platform was unable to detect the camera; the candidate should complete the troubleshooting steps provided to ensure that the camera is available and accessible.
- Camera, microphone and screen share permissions: Depending on their browser settings, candidates will likely need to allow permission for the Criteria platform to access their camera and microphone, and to screen share.
- Permission accidentally denied or disabled: If a candidate accidentally denies permission, they can return to their browser's settings to change this.
- Multiple cameras or microphones: If the device has more than one camera and/or microphone option, the candidate will need to select the one the Criteria platform is to use.
- Screen share: The candidate will need to share the entire screen. The QR code on the screen is for the Criteria platform's use - the candidate does not need to do anything with it.
- Cannot see self during proctoring setup: The candidate will need to check that the correct camera has been selected and that it is not being blocked.
- Background check failed: If the Criteria platform detects faces in the background, this check will not proceed. Candidates should check the area in view of the camera to ensure there is nothing that could be interpreted as another person (e.g. poster or photo).
This list is not exhaustive; if a candidate is unable to resolve using the troubleshooting guides, they should ask the Candidate Support Bot for assistance.
Communicating with candidates
Here is an email template you can send to candidates who report experiencing issues with the proctoring setup.
Subject: Criteria Assessment Monitoring Setup
Hi [Candidate first name],
Thanks for getting in touch.
We use online proctoring during assessments to help ensure results are fair, consistent, and reflect each candidate’s own work. However we understand that the extra setup requirements can make completing your assessments more complicated.
To complete the setup process, please follow the prompts on screen and in this guide. If you encounter an issue while completing the monitoring setup, check out the troubleshooting guide. Our assessment provider Criteria also offers 24/7 support, which you can access by clicking the icon in the bottom right on the monitoring setup screen.
Best regards,
[Sender signature]
