If Superpunch is displaying your attendance points wrong or incorrect attendance points, please select the issue that applies to you for the solution.
This issue was resolved in September 2018. If you see another instance of it, Submit a Ticket to Service Desk.
Point deductions for leaving early were not a part of the points attendance policy. Starting Aug 1, 2018, this will be live for all accounts. Any leave earlies prior to that date will not count toward the points totals, with the exception of Direct Wines, who began a Leave Early pilot program on July 5, 2018.
- Navigate to Time Entries -> My Time Entries and ensure they have time punched from the start of their shift.
- Refer to the scheduling system and ensure their punches match their schedule.
- Agents who arrive on time but punch in late should Submit an Exception for the time to ensure proper pay and points. Once the exception is approved, their points will be corrected.
Superpunch uses your agent's punches and schedules in Superpunch to determine if points should be deducted. Workforce lates and absences do not affect points.
- Ensure the agent's punched time matches their scheduled time in Superpunch. If it doesn't, Submit a Ticket to Service Desk.
- Check that the agent's profile information in Superpunch is correct (name, email address and phone ID). If it doesn't, Submit a Ticket to Service Desk.
- Submit a Discrepancy to have points corrected.
The best way to avoid NCNS is for your agent to log an absence or late in the Superpunch app. If they have an NCNS and call in, you can Log a User Absence in Superpunch to correct it.
When an agent reaches 1 point (anything between 1.75 and 1 is rounded down to 1), a formal attendance warning will be triggered in Superpunch. This warning will not allow the agent to bypass without acknowledging that it has been seen. At this point the Team Leader and/or a Local Human Resources Representative should have a conversation with the agent about the importance of their attendance and that if they receive another infraction their employment is in jeopardy. At this point, their attendance points will begin to fall once again and can display as negative points.
If you are not earning or losing points in Superpunch but think you should be, it could be due to several issues, for example:
- You don't have a schedule on that day.
- You are in training.
- With some Partners, there is a two-day delay in time entries being imported to Superpunch. For that reason, points are given late. (i.e. The points from April 21 wouldn't show up until April 23)
If you believe that there are days that you had a production schedule and there are no points added on that day, just reach out to your Team Leader and they will help resolve the matter.
Point calculations were backdated to when the agent first started using Superpunch and on August 2, 2018, all points were updated to match the manual trackers.
As of August 2nd, 2018, all agent points were updated to reflect the point values kept in the manual attendance trackers.
These vary depending on local laws. If your local HR (Human Resources) policy has excused absences or Family Days, and they aren’t showing correctly, Submit a Ticket to Service Desk.
Personal LOAs can be submitted by an Operations Manager if a leave is not set up properly in Superpunch, have your OM submit it. If this is a Medical LOA, please reach out to your local HR representative.
Ensure vacation time exceptions are on the correct days (days with schedules) and have been approved. Once approved the points will be corrected.
Ensure Sick time exceptions are entered on the correct days (days with schedules) and have been approved. Agents should not be deducted points for Paid Sick time.
Make sure agents Submit an Exception for VTO and that it's approved by their Team Leader. Future VTO exceptions can be added this way as well, to select a future date you must first select VTO as the Job Code.
You are not eligible to receive points until you have completed training.
- Ensure the agent has a schedule in Superpunch.
- If an agent’s schedule isn’t in Superpunch or isn’t correct, Submit a Ticket to Service Desk.
Attendance points are not deducted for schedule adherence. It is the Team Lead's responsibility to manage adherence. These occurrences are not managed with attendance points but are managed by the Attendance Policy. If an agent takes long breaks and lunches, they are subject to verbal and written warnings. Multiple occurrences of long breaks and lunches may result in termination.
The agent should Submit an Exception in Superpunch, their TL (Team Leader) must approve this to avoid points from being deducted.
Employees who leave 24-7 Intouch and return within 60 days will retain the attendance points they had when they left the Company. Employees who have not been employees by 24-7 Intouch for more then 60 days will be reset to 8 points.
- Attendance Points - Attendance Points are the points lost and earned in Superpunch. Visit Attendance Points Guidelines for a complete description of how points are lost and earned.
- Attendance Policy - The Attendance Policy is contained within the Employee Handbook which can be viewed by selecting Documents -> Employee Handbook from the left navigation in Superpunch. The Policy includes rules around attendance and punctuality, including schedule adherence.
- Attendance Record - Your Attendance Record is inclusive of your attendance, not only your points in Superpunch, but also patterns of behavior, aux usage, breaks and lunch extensions, that may be addressed through Corrective Actions.