Advisor Guide (MP) — Nebula Growth Hub

1

How to log in

🔐

Access to the platform is by invitation only. If you haven't received an invitation yet, contact your manager.

1

Open the platform link Go to nebula-growth-hub.up.railway.app. You'll see the login page.

2

Choose how to sign in Two options — pick whichever works for you:

🔵

Google account (recommended) Click Sign in with Google and select the personal Gmail account you use for work.

No invitation email needed — if that Gmail address matches the email you were invited with, you'll be signed in immediately.

📧

Email + password Use this if your personal email isn't a Gmail address. For your first login, follow the link in your invitation email to set a password. After that, enter your email and password and click Sign in.

The link is valid for 24 hours — if it expired, ask your manager to resend the invitation.

💡

Forgot your password or can't log in? Click Forgot password? — you'll receive an email with a link to reset it. That link is also valid for 24 hours.

2

Navigation — what's where

🗂️

After logging in you'll see the left sidebar, grouped into a few areas. Some items only appear once there's something to show there (e.g. My Grade/My Goals appear once your manager has published them, My Courses once you have courses assigned, Probation Result only while you're on probation).

Sidebar

💬 QC Feedback 3

⭐ CSAT Feedback 1

📊 Dashboard

📚 Materials

📝 QC Request

🛡️ Trust & Growth

🎓 My Courses

📈 My Grade

🎯 My Goals

📋 Probation Result

💬

QC Feedback Your weekly digest — the main place to check your QC results. The badge shows how many digests you haven't read yet.

⭐

CSAT Feedback QC feedback specifically on sessions with a low customer satisfaction score. Shows how many are new.

📊

Dashboard Your personal statistics — overall scores, trends by criteria, total sessions reviewed.

📚

Materials Scoring rubrics and quality guidelines.

📝

QC Request Request a manual review of a specific chat. Submit a Chat ID — the QC team reviews it and returns detailed feedback.

🛡️

Trust & Growth Any strikes recorded against your account, grouped by category, with a "no active strikes" screen when everything is clear. See below for details.

🎓

My Courses Your assigned onboarding and education courses.

📈

My Grade Your current grade, how it was calculated, and your grade history over time. See below for details.

🎯

My Goals The published thresholds behind each grade, so you can see exactly what's needed to reach the next one. See below for details.

📋

Probation Result Only visible while you're on probation — the closure decision once your probation period wraps up. See below for details.

3

Dashboard — your statistics

📊

The home page shows your overall result and score trends over a selected period.

1

Summary cards at the top Total Sessions — total number of sessions. Read — how many you've already opened. Avg Score — your average score (out of 40).

2

Average Score by Criteria Your average score for each individual evaluation criterion (out of 10).

3

Score Dynamics — trend chart Shows how your scores have changed over time. Each line represents one criterion.

4

Date filter Use the From / To fields at the top to select a period and click Apply. Click Clear to reset.

Evaluation criteria:

Answer Sufficiency

Completeness and accuracy of the response to the customer's request

Empathy

Showing understanding and care for the customer's situation

Engagement

Active involvement and genuine interest in the conversation

Tone of Voice

Communication tone that matches Nebula's quality standards

4

QC Feedback — your weekly digest

💬

This is the main place to check your QC results. Once a week, the QC team's feedback on your sessions is summarised into one digest — this is the first thing you should read, and it's the default view when you open this section.

1

Unread digests A count at the top shows how many digests you haven't read yet — the same number as the badge in the sidebar.

2

What's inside a digest Your overall score for the week, your strengths, growth areas, a win of the week, and one concrete thing to focus on next week — written in plain language, not just numbers.

3

How you compare to the team When there's enough data, the digest also shows your average score for your most common session type that week next to the team average for that same type.

4

Reading streak A 🔥 badge shows how many weeks in a row you've read your digest — it appears once you reach a 2-week streak.

5

Mark as read Click the red Mark as read button on a digest once you've gone through it — it turns green and shows the date you read it.

6

Individual sessions Want to see the score and comments for one specific session rather than the weekly summary? Switch to the QC Sessions tab at the top of this section — see below for what that page shows.

7

Questions about a digest? Click Want to discuss? on the digest card to open the NGH Bot assistant with that digest already in context — see below.

Score colour coding (also used on the QC Sessions tab):

≥ 25

Good — result above expectations

19–24

Room to improve — pay attention to the comments

≤ 18

Needs improvement — read the feedback carefully

5

Session detail page

🔍

This page shows the full feedback for a specific session — scores for each criterion with comments.

1

Session header Session date, type, ID, and overall score (large coloured square).

2

Open Chat button If available — opens the reviewed chat so you can read the conversation alongside the feedback.

3

Scores per criterion Each criterion has a score (0–10), a colour progress bar, and a written comment from the QC specialist.

4

View rubric The link next to the criterion name opens the scoring rubric explaining what each score means.

5

Automatically marked as read As soon as you open the page, the session is automatically removed from your unread list.

6

Questions about this feedback? Click Want to discuss this feedback? to open the NGH Bot assistant with this exact session already in context — see below.

✅

Progress bar under the score: green (≥8/10) — excellent, yellow (5–7/10) — good, red (<5/10) — needs attention.

6

CSAT Feedback

⭐

CSAT sessions are chats where the customer rated their experience 1 or 2 stars. This section contains QC team feedback specifically on those sessions to help you understand what went wrong.

🔎

This feedback works differently from your regular QC reviews. It isn't scored against our chat flows or scripts — the focus here is purely the customer's perspective: what, from their point of view, may have caused the negative reaction. Use it to see the conversation from the outside, the way the customer experienced it.

1

Feedback list Each card shows the feedback text, session ID and date, and a button to open the original chat.

2

Full review Click a card to read the complete feedback text.

3

Date filter Same as QC Feedback — use From / To + Apply / Clear.

4

Questions about this feedback? Click Want to discuss? to open the NGH Bot assistant with this feedback already in context — see below.

💡

CSAT feedback is additional context from the QC team on sessions where customers expressed dissatisfaction. Read these comments carefully — they highlight specific areas to improve.

7

My Grade — this month's result

📈

This page shows the grade your manager has published for you — how it was calculated, how it's changed over time, and lets you request a review if something looks off.

1

Grade card Your grade for the current period, shown with its own colour (Silver, Amethyst, Sapphire, Emerald or Gold). An arrow shows whether it moved up (↑), down (↓), or stayed the same since last month, plus how many points you need to reach the next grade.

2

Note from your manager If your manager added a comment when sharing the result, it appears here.

3

How you did A metric-by-metric breakdown — ✓ if you met a metric, ⚠️ if it's at risk, ✗ if you didn't.

4

Score breakdown For each metric, a 0–5 score shown as filled squares, plus your biggest lever — the one metric most worth improving next.

5

Grade history A strip of your last several months' grades, with the current one highlighted, so you can see the trend at a glance.

6

Request a review Not satisfied with the result? Click Request a review, choose the grade you expected, and explain why — your manager will review it.

7

Automatically marked as read As soon as you open the page, the result is marked as viewed.

💡

You have 7 days from when the result was shared to request a review — after that the button disappears. Only one request per grading period is allowed.

📌

Grade tiers and their thresholds are published on the My Goals page — this page shows where you actually stand right now.

8

My Goals — grade thresholds

🎯

This page shows exactly what's needed to reach each grade — the same numbers your manager uses to calculate My Grade, published here so there's no guessing about what to aim for.

1

Grade thresholds table For every metric, the minimum result needed for each grade tier — plus the total score needed to reach each grade overall.

2

Probation targets If you're on probation, you'll also see the critical and non-critical metric targets you need to meet to pass.

📌

This page only shows the targets. To see where you actually stand right now, check My Grade in the sidebar.

9

Probation Result

📋

This page only appears while you're on probation. It shows the closure decision from the team once your probation period wraps up — whether you passed, and how you did against your targets.

1

Decision card Your result: Probation closed successfully (green), Probation not passed (amber), or Offboarding decision (red) — with the date it was shared. If you passed and qualify for a rate increase, your new compensation rate is shown here too.

2

Critical metrics Target vs. your actual result for each critical metric, marked ✓ or ✗, plus how many of the required minimums you met.

3

Non-critical metrics Same layout, for non-critical metrics.

4

Automatically marked as read No button to click — opening the page marks the result as viewed.

📌

This page disappears from the sidebar once your manager moves you off probation status — the result itself doesn't change, it just stops showing in the menu.

💡

Want to know exactly what targets you needed to hit? Check the probation targets on the My Goals page.

10

Trust & Growth

🛡️

This is your personal tool for tracking growth areas within compliance. Any strikes recorded against your account are updated here — giving you a full picture of your work, so you can review specific cases, revisit the relevant policy, and systematically improve.

1

All clear If you have no active strikes, this page simply shows a "no active strikes" screen — that's a good thing, no action needed.

2

Strikes by category Active strikes are grouped by category, with a counter showing how many are active out of the maximum before it becomes critical.

3

Strike detail Click a strike to see when it happened and, if one was provided, an Open Chat button linking to the relevant conversation.

4

Acknowledge Click Acknowledged on a category to confirm you've reviewed the strikes in it.

Violation categories:

AI Conduct

Following the platform's policy on using AI in chats

Compliance (Internal Requirements)

Meeting internal requirements — response protocol, timely reaction to requests

Privacy & NDA Violations

Maintaining confidentiality of data

Schedule Adherence

Following your working schedule

Service Compliance (Chat Flow)

Following service standards during communication with users

🔔

New strikes will be shown as notifications directly in Growth Hub.

💡

Important about violation history: strikes issued before this platform launched — and already communicated to you by your manager — have been imported here too. These aren't new violations, just your existing history transferred here for your convenience.

⚠️

Reaching the maximum number of active strikes in a single category is treated as critical — read the strike details carefully and reach out to your manager if anything is unclear.

This section will keep being updated and expanded.

11

NGH Bot — AI assistant

💬

This is a separate AI chat assistant, always available in the bottom-right corner of the platform — it isn't part of the sidebar, it floats on top of every page.

1

Open the assistant Click the round purple 💬 NGH Bot button in the bottom-right corner, on any page.

2

Ask it anything Questions about your feedback, scoring rubrics, or how the platform works — it answers based on the same materials your manager works from.

3

Open it straight from feedback On a digest, a session, or a CSAT feedback page, click Want to discuss? — it opens this same assistant with that specific feedback already in context, so you don't have to explain it from scratch.

4

Start a new chat Use the ↺ icon in the chat header to reset the conversation and start fresh.

12

Materials

📚

This section contains scoring rubrics and quality guidelines relevant to your supply.

1

Your materials The list is automatically filtered to show only the scorecards and guidelines relevant to you, in your working language.

2

Open a material Click a card to open the full page. Content is organised into collapsible sections.

3

Expand / collapse sections Click any section heading with the ▼ arrow to open or close it.

4

Scoring rubrics On the session feedback page there is a View rubric link — it takes you directly to the relevant material.

📌

We recommend reading the materials before you start working — especially the scoring rubrics. They'll help you understand the feedback you receive.

13

QC Request — ask for a chat review

📝

QC Request lets you proactively request a review of any of your chats. If after a session you want detailed feedback, simply submit a request with the Chat ID and the QC team will manually review it against all criteria.

🤔

When to use it? When you're not confident about the quality of a session. When you want to understand exactly where something went wrong. When in doubt — it's always better to check.

📬

What will you get? Feedback on each criterion with a score and comment — just like in QC Feedback, but for the specific chat you chose.

🗓️

Requests are processed once a week. The result will appear in the QC Request section after the next review cycle.

How to submit a request:

1

Go to QC Request Click QC Request in the sidebar.

2

Enter the Chat ID Copy the chat ID from the platform and paste it into the Chat ID field. This is an identifier, not a link (e.g. abc123xyz).

3

Select the session type Choose from the list: Activation, Engagement, or Retention. See the table below for details.

4

Click Submit request Your request will be sent and will appear in the list with status Pending.

5

Wait for the result Once reviewed, the status changes to Reviewed and you'll see detailed feedback for each criterion.

Session types — which one to choose:

Select in request

Chat with

Activation

A trial user

Engagement

A mid-tier user

Retention

A returning/long-term user

💡

Not sure which type to choose? Go by who the chat was with — no need to worry about exact minute counts.

⏱️

For a long chat, the QC team reviews roughly the last 50 minutes of the conversation — you don't need to trim or split anything before submitting.

Advisor Guide

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