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Time Import Post Launch SOP

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Product Team
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Overview

This article serves as a guideline for 24-7 Intouch teams who have moved from manual punches in Superpunch to a time import. 

Please read carefully and ensure you are following the guidelines for the type of time import that your team is using.

 

Audience

This article is for leadership (Supervisors, Managers, Operation Support). If you are an agent and are having issues with your time import in Superpunch please reach out to your leadership team.

 

Standard Operating Procedure

Real Time Imports

Time that is imported in real time, or near real time.

  • Leaders (Supervisors, Managers, Operation Support) should regularly check that time is appearing in Superpunch. Depending on the leaders role this can be done with the following tools:
  • Compare time imports to the source system and flag any inconsistencies to GSD.
  • Ensure agents are also highlighting any perceived issues with time (time not appearing, wrong job code).
  • Submit a ticket to ITSD or GSD when new agents are added. This should be done 2 days prior to them being in production. The ticket should include.
    • Superpunch ID or PCI username
    • Time Source System ID 
      • This is a unique ID that varies for each program. If you don’t know what this ID is or where to find it reach out to GSD.
  • Leaders should ensure any missing time is corrected using exceptions prior to payroll and billing cutoffs.
  • Submit a ticket to GSD. when new jobs are added in Superpunch that require time imports.

Delayed Time Imports

Time that is imported in batches, usually the next day.

  • Leaders (Supervisors, Managers, Operation Support) should regularly check that time is appearing in Superpunch. Depending on the leader's role this can be done with the following tools:
    • Issues Dashboard
    • Agent Hours Report
  • Compare time imports to the source system and flag any inconsistencies to GSD.
  • Ensure agents are also highlighting any perceived issues with time (time not appearing, wrong job code).
  • Submit a ticket to ITSD or GSD when new agents are added. This should be done 2 days prior to them being in production. The ticket should include:
    • Superpunch ID or PCI username
    • Time Source System ID 
      • This is a unique ID that varies for each program. If you don’t know what this ID is or where to find it reach out to GSD.
  • Leaders should ensure any missing time is corrected using exceptions prior to payroll and billing cutoffs.
  • Coach agents to wait for the time import before submitting exceptions.
  • Submit a ticket to GSD when new jobs are added in Superpunch that require time imports.

Need more help? See the Superpunch Support Options article.

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