Trac 101

If you have any trouble logging into or using the TracCloud system, reach out to mytutor@louisville.edu for help.

Provide as much detail as you can and we'll get back to you as soon as possible. Screenshots are helpful, too, if you can provide them!

As a student you can update the following fields in TracCloud:

• Your preferred first name-- how you would like TracCloud and the offices using TracCloud to refer to you. This is separate from your legal identity with the institution.

• Your pronouns -- what pronouns you would like used to refer to you.

• An updated cellphone number

• Your preferred method of contact (email, phone, etc.)

• (ADD info about opting out of texting)

You can update your profile details at any time using the "Edit Profile" button on the main TracCloud dashboard

On the TracCloud dashboard, you will use the appointment search module(s) to find an appointment.

Step 1: navigate to the search module relevant to your needs.

Only available appointment times show up in your results-- however, if you walk away from your search results for more than a few minutes, be sure to refresh before booking! If you accidentally schedule an appointment, be sure you cancel it by emailing mytutor@louisville.edu.

If NONE of the times listed work for you, or you don't get any search results, click the "Unable to find an appointment" button at the bottom of the search results screen. A staff member will get back with you, usually within 1-2 days.

Step 1: On the TracCloud dashboard, you will use the Schedule Academic Coaching search module to find a coaching appointment.

Step 2: Select a coaching reason and then click "Search."

Reasons available to you might include:

Step 3: From the search results, select the day and time that works best for you.

Click the breadcrumb button [...] on the top-right of your results to narrow to certain days, locations, types, etc. Only available appointment times show up in your results-- however, if you walk away from your search results for more than a few minutes, be sure to refresh before booking!

If you accidentally schedule an appointment, be sure you cancel it so that it will be available to others.

If NONE of the times listed work for you, or you don't get any search results, click the "Unable to find an appointment" button at the bottom of the search results screen. A staff member will get back with you, usually within 1-2 days.

Step 4: Review the appointment details.

Step 5: Click "Save" to book the appointment.

TracCloud will then email you with all the session details (and a calendar invite to quickly and easily add it to your phone or Outlook calendar).

There are many different types of sessions in TracCloud, and Drop-In is one of them!

FYI: Drop-In times show up in the TracCloud search results in a LIGHT BLUE box, and are listed with the appointment type "drop-in." You can't book a drop-in time, but you can tell TracCloud you want a text message reminder of that drop in. Here's how to make that happen:

Use the search widget to find the search results you're looking for. Select the tile that shows the time you want a reminder for. Click "Sign up for an SMS Reminder..." Verify that the reminder details are correct (update the phone number and/or time you want your reminder).

If you use the search widget and don't see any results (or don't see any availability at all!):

Verify you've selected the correct search parameters for course, type of support, date/time (if selected), and/or center (if selected).

Re-run the search with different (or fewer) parameters. If you try that and you're STILL not seeing the results you're interested in, then notify the TracCloud team.

On the search results screen, click the button labeled, "Report Unable to find Appointment" In the "what were you looking for" box, tell us a bit about what type of support you would like, and what you have for availability.

Click "submit" to submit your report-- that sends a notification to each Center.

Wait for a response to your UofL email account; you'll typically hear back within a day.

If you aren't able to use the search function, or you haven't heard back about a submitted report, please feel free to contact the REACH TracCloud System Administrator at mytutor@louisville.edu

When you book an appointment, TracCloud notifies you in a few ways:

• It sends a confirmation email with details about the time you booked.

• If you have opted in to Text Messages/SMS, it will send a short text with session details.

• It will update your "upcoming appointments" widget.

The widget is on the main TracCloud dashboard. It has the date listed at the top, and it is usually displayed on the right-hand side of the computer screen, or immediately above the search widget on a mobile device.

Here's an example of what you might see:

Notes:

1. You can change the widget to either a day view (default), week view, or list view. You can also change the date by clicking the arrows next to the date.
2. You can cancel the appointment by clicking the "X" in the top-right corner of the appointment tile within the Upcoming Appointment widget.
3. You can edit your session (to change duration, add a note, etc.) by clicking the "Edit pencil" icon.

To cancel a appointment, email mytutor@louisville.edu with your name, ID number, appointment date and time, and cancelation reason.

Note: Canceling an appointment with less than 24 hours notice will trigger TracCloud to count your cancellation as a no-show/missed session (depending on the specific Center's attendance policy). Be careful-- students with too many no-shows or too many cancellations run the risk of not being able to schedule future appointments at specific centers.

REACH allows upto 3 cancellations or no-shows but it is always best to follow up with the specific center you're scheduled with to ask about their attendance policy. Generally speaking, these policies allow for a certain number of no-shows or cancellations, and thereafter, they want you to follow up with a staff member.

If TracCloud detects that you have accrued too many no-shows or too many cancellations for the specific center you're trying to schedule with, you'll get an automated message when you try to confirm your appointment, which says you've violated the max rules of that specific center. It will not allow you to continue to scheduled with that location until the center staff apply an override to the system for you.

For any questions related to TracCloud and attendance/cancellations, reach out to the center's staff using the contact details on your TracCloud dashboard. If you're not sure who to contact, reach out to mytutor@louisville.edu and we can route your message to the right office or person.

Your visit history for the current semester is accessible from your TracCloud dashboard in the "Center Visits" widget.

To download that history,

• select the time frame you're interested in (Today, This Week, Last Week, This Month, or This Semester)
• apply any filters you're interested in (Center and/or Subject)
• click the "print" icon in the upper-right
• click "save" when prompted

Any questions about your visit history should be directed to the specific center you met with.

TracCloud is not used for scheduling with instructors or advisors. You may wish to check on Cardmart or contact your instructor/advisor via email instead.

If you work for one of the programs/offices using TracCloud, then you'll have both a "student" profile and a "staff" profile.

• The student profile will function exactly as this FAQ has described thus far, and what you see in the videos on this page.

• Your staff profile will function differently; your program manager or supervisor should provide you training and support about how to use TracCloud as a staff member for their office.

To switch between your staff profile and your student profile:

• Student-to-Staff: click "Switch to Staff profile" at the top of your dashboard.
• Staff-to-Student: click the tab labeled "other", then click "Switch to Student profile"
• Be sure to use your student profile for scheduling your own appointments. Scheduling personal appointments from your staff profile may introduce booking errors.