The Issues Dashboard is a tool for Supervisors and Managers that escalates potential issues for review. If you have access, it appears on your Superpunch Dashboard and shows a list of outstanding issues requiring your attention.
By expanding an issue (click the at the left of the issue) you can see further details and potential actions
Some issues can simply be acknowledged while others require specific actions to be taken to resolve the root cause, otherwise, they will keep coming back.
Finally, issues can be escalated to the OM manually by the Supervisor or automatically by the Superpunch system if they haven't been cleared after 2 days.
Here is a list of the potential issues, why they are escalated, and some ways to resolve them:
This issue is raised when a user's latest attendance change results in a score of 1 or less within the past 24 hours.
If this issue is not acknowledged by the Supervisor, it will then be escalated to a manager.
This issue is raised when a user has received a final warning in the past 14 days but hasn't accepted it.
If this issue isn't acknowledged by the Supervisor, it will then be escalated to the Manager.
If the Supervisor acknowledges it but the user doesn't acknowledge the final warning the issue will be raised again with the Supervisor. Alternatively, the Supervisor can choose to manually escalate this to the Manager if appropriate.
This issue is raised when a user's last attendance infraction was an NCNS within the past 24 hours.
If the NCNS was valid the Supervisor can acknowledge it.
Alternatively, the Supervisor can acknowledge and log a user absence if applicable or submit and approve an exception to correct both the time and the NCNS.
This issue is raised when a user has a leave early or late arrival attendance infraction in the past 24 hours.
The leave early can be acknowledged by the Supervisor as valid or alternatively, corrected by submitting and approving an exception.
This issue is raised when a user reports an absence.
This issue is raised when a user has an open punch (a punch with a start but no end that is longer than 8 hours) in the past 24 hours.
To correct an open punch an exception to close the punch must be submitted. For information on how to close the punch see "Open Punch".
This issue is raised when a user has payable time punched or imported in the past 24 hours that fall outside their scheduled work hours.
This issue is raised when a user has a survey waiting to be completed that was sent 7 or more days ago.
If this issue isn't acknowledged by the Supervisor, it will then be escalated to the Manager.
If the Supervisor acknowledges it but the user doesn't complete the survey the issue will be raised again with the Supervisor. Alternatively, the Supervisor can choose to manually escalate this to the Manager as needed.
This issue is raised when a user has documents that require acknowledgment but haven't yet been acknowledged in Superpunch.
If this issue remains unacknowledged by the Supervisor, the issue will be escalated to the Manager.
If the Supervisor acknowledges it but the user doesn't acknowledge the outstanding documents the issue will be raised again with the Supervisor. Alternatively, the Supervisor can choose to manually escalate this to the Manager as needed.
This issue is raised when a user's training end date (according to the roster) ended but they are still in a training job.
If the user should be in a production job, you can select "Check User Job Details" and change their job.
Alternatively, the Supervisor can acknowledge or escalate this to an OM.
This issue is raised when a user has a leave of absence scheduled to start in Superpunch within the next 3 days.
This issue is raised when a user has a leave of absence scheduled to end in Superpunch within the next 3 days.
This issue is raised when the user is missing their Time Entry ASID. The supervisor can update the ASID directly in the Notification.
This issue is raised when the user is missing their Schedule ASID. The supervisor can update the ASID directly in the Notification.
This issue is raised when a user is scheduled more than the allotted hours in a time frame. The supervisor can acknowledge the issue type, if the hours are valid, or they can be redirected to the schedule page to correct.
Schedules may need to be corrected in the source system by either the Supervisor or Work Force Management.
This issue is raised when a user is scheduled more than the allotted days in a time frame. The supervisor can acknowledge the issue type, if the hours are valid, or they can be redirected to the schedule page to correct.
Schedules may need to be corrected in the source system
This issue is raised when a user has worked more than the allotted hours in a time frame. The supervisor can acknowledge the issue type, if the hours are valid, or they can be redirected to the exceptions page to correct.
This issue is raised when a user has worked more than the allotted days in a time frame. The supervisor can acknowledge the issue type, if the hours are valid, or they can be redirected to the exceptions page to correct.
This issue is raised when a user has worked past their scheduled shift. The supervisor can acknowledge the issue type, if the hours are valid, or they can be redirected to the exceptions page to correct.
This issue is raised when a user has logged in early before their scheduled shift start. The supervisor can acknowledge the issue type, if the hours are valid, or they can be redirected to the exceptions page to correct.
A kudos reminder for supervisors to send a work anniversary card, 7 days before users' work anniversaries
A kudos reminder for supervisors to send a birthday greeting, 7 days before users birthday
A reminder for users to send a kudos card if a card was not sent in the last 7 days
A notification for supervisors to send a kudos card when the agent has achieved 16 points
This issue is raised when a user has unscheduled breaks plotted in their time entries. The supervisor can acknowledge the issue type, if the hours are valid, or they can be redirected to the exceptions page to correct.
This issue is raised when a user has unscheduled lunch plotted in their time entries. The supervisor can acknowledge the issue type, if the hours are valid, or they can be redirected to the exceptions page to correct.
This issue is raised when a user has changed their job code. The supervisor can acknowledge the issue type, or change the user back to their original job code in the profile settings.
This issue is raised when a user has changed their supervisor assignment. The supervisor can acknowledge the issue type, or change the user back to their original supervisor in the profile settings.
A kudos reminder for supervisors to send a card since their agent has had perfect attendance for the entire month
This issue is raised when comparing the user's scheduled shift and worked time, when the user has been late for work. The supervisor can acknowledge the issue type, if the hours are valid, or they can be redirected to the exceptions page to correct.
This issue is raised when comparing the user's scheduled shift and worked time, when the user has not worked for their scheduled shift. The supervisor can acknowledge the issue type, if the hours are valid, or they can be redirected to the exceptions page to correct.
This issue is raised when comparing the user's scheduled shift and worked time, when the user has left early. The supervisor can acknowledge the issue type, if the hours are valid, or they can be redirected to the exceptions page to correct.