Helpdesk Training Article
Please ensure you communicate these important updates to your clients, partners and suppliers as this communication is only sent to the CEPT and YLPT agents.
Metrica downtime schedule 2025/2026
As part of ongoing test delivery platform development, Metrica will be unavailable due to a scheduled downtime on Wednesday 10 December 2025.
The following are the scheduled downtimes for 2026.
- Wednesday 25 February 2026
- Wednesday 29 April 2026
- Wednesday 15 July 2026
- Wednesday 30 September 2026
- Wednesday 25 November 2026
Downtime is scheduled for between 08:00 to 12.00 (UK time), followed by minor platform updates until 16:00. After 12.00, users may need to refresh their browser. Please do not plan any testing between the downtime hours.
We will notify you if there are any changes to the schedule.
User roles
We have completed the review of the available user roles, and they have now been updated and are available in Metrica. You can find detailed descriptions for each user role in this support article.
Check user details regularly and suspend or delete any who no longer require access. When creating new user roles, we recommend that the username is an email address.
Session management
Following the recent upgrade to Metrica, we have now fixed the technical issues and clients are now able to create sessions and make entries again.
Entry logins
With the removal of the 10-digit entry code, login credentials from 9 October consist of a Username, Password and Institutional ID.
The ability to generate generic temporary login credentials for up to 500 candidates has been implemented and generated passwords have been amended so that they are in an easier format for candidates to use.
To assist with tracking of generic temporary logins, use the new Username Tracking Report. This report is available to Agents and Clients, providing both the temporary and new candidate username. The report has the ability to filter by product and session.
If a candidate encounters an issue when taking the test, they will need to log back into Metrica using their new candidate username to resume the test. The Username Tracking Report can be used for this purpose. You can find further information in this support article.
Where a candidate is unable to complete a test for any reason, or the candidate has not closed the test correctly and is awaiting a result, then the test will need to be force submitted. You can check the status of a test using the Unsubmitted Test report. Please follow the steps in this support article.
Pending credits - correction to communication
We informed you that credits currently in pending, which is where an entry has been assigned to a session but the test was not taken, would be moved back to available in your account. This included any credits in pending with clients. As part of the deployment, the pending credits from open sessions were moved to your client account not your main account, as incorrectly mentioned in our previous communication.
CEPT Results Reports
The following is an overview of the CEPT result reports available to Agents and Clients.
Agent Results Summary
It provides candidate details along with a Listening Score, Reading Score, a combined Candidate Score and Candidate CEFR level.
Client Results Summary
It provides candidate details along with a Listening Score, Reading Score, a combined Candidate Score and Candidate CEFR level.
CEPT Group Report - available to both Agents and Clients
It provides the results for a selected group of candidates, with candidate details, a combined Candidate Score and Candidate CEFR Level.
CEPT Test Report - available to both Agents and Clients
It provides a Test Report per candidate with a Combined Score and CEFR Level.
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