Superpunch Support Options – IntouchCX Help Center

Common FAQ's

I can't find a user to add them in My Team -> Manage -> Add.

If you're unable to find a user to add them to your team, this generally means that neither of you share a job in the same LOB. Each user must have a job with a matching Site/Client/LOB before they can be assigned.
If both users do have a job in the same Site/Client/LOB, the profile permissions of the supervisor may need to be rebuilt which you will need to reach out to support for.

My agent can't see me in the supervisor dropdown.

If you're unable to find a user to add them to your team, this generally means that neither of you share a job in the same LOB. Each user must have a job with a matching Site/Client/LOB before they can be assigned.
If both users do have a job in the same Site/Client/LOB, the profile permissions of the supervisor may need to be rebuilt which you will need to reach out to support for.

My agent was punching in the incorrect job and the punches need to be moved.

If a large number of corrections need to be made, then a mass exception should be submitted to move existing punches. Please speak with your OM/SOM, as they have access to submit mass exception requests.
The job start date will need to be adjusted manually. Ensure the correct job is now assigned and reach out to support confirming the job name and correct start date of that job so that can be updated, after which those codes will appear on the appropriate dates in the exception editor.

My agent's schedule was changed, but they were still docked points.

If a schedule still exists in Superpunch on that day, then submit an exception using the schedule change job code to cover the gap between the punched time and scheduled shift as displayed in Superpunch. Approving the exception will trigger a recalculation of the infraction.
If a schedule no longer exists on that day, or if exceptions have already been submitted to cover any gaps between the schedules and punched time, reach out to support to advise them of the infraction that should exist for that shift.
If the schedule is incorrect, the discrepancy may exist in Workforce's system. Reach out to them directly, otherwise follow the steps listed under the "My agent's schedule isn't loading to Superpunch, but it is published by Workforce." FAQ.

My agent's schedule is incorrect, and they were docked points.

If a schedule still exists in Superpunch on that day, then submit an exception using the schedule change job code to cover the gap between the punched time and scheduled shift as displayed in Superpunch. Approving the exception will trigger a recalculation of the infraction.
If a schedule no longer exists on that day, or if exceptions have already been submitted to cover any gaps between the schedules and punched time, reach out to support to advise them of the infraction that should exist for that shift.
If the schedule is incorrect, the discrepancy may exist in Workforce's system. Reach out to them directly, otherwise follow the steps listed under the "My agent's schedule isn't loading to Superpunch, but it is published by Workforce." FAQ.

My agent's schedule isn't loading to Superpunch, but it is published by Workforce.

Review the agent's profile via My Team -> Manage and check that we have the appropriate external IDs for the system that you're expecting the data to import from. If no ID exists, or an incorrect ID is listed, then obtain the correct ID and reach out to support for that to be applied to the agent's profile.

My agent's punches aren't loading to Superpunch and they have to manually submit exceptions.

Review the agent's profile via My Team -> Manage and check that we have the appropriate external IDs for the system that you're expecting the data to import from. If no ID exists, or an incorrect ID is listed, then obtain the correct ID and reach out to support for that to be applied to the agent's profile.

I can't see any updates or changes I made.

Superpunch is optimized to work best in Google Chrome. Sometimes you may need to clear your browser's cache in Google Chrome for new changes to take effect:

Select the three vertical dots in the top-right corner of your browser.
Select Settings.
Select Privacy and security in the left-side menu.
Select Clear browsing data.
Next to "Time Range", select Last 24 Hours.
Select all three checkboxes: Browsing history, Cookies and other site data, and Cached images and files.
Select Clear data.
Refresh the Superpunch Desktop Page or log out and log in again, as needed.

Superpunch Knowledgebase

Search the Superpunch Knowledgebase

If you require assistance with completing a task in Superpunch, your first step should be to navigate through the self-service Superpunch Knowledgebase. You can search for articles using the "Search" bar, or by scrolling through the Knowledge Base. The articles are listed alphabetically which makes it easy to find the article that you're looking for.

Guess what? You're actually in the Superpunch Knowledge Base right now! Go ahead and use the "Search" bar in the top-right corner of your screen to search for a specific article, or to the left of your screen located at the bottom of the list of "Articles in this Section", click on See more to see more articles and to manually scroll through the pages.

There are other ways that you can access the Superpunch Knowledgebase as well. You can bookmark the Superpunch Knowledgebase to your browser for easy access, or you can also access it through Superpunch.

To access the Superpunch Knowledgebase, follow these steps:

Log into Superpunch.
Navigate to: Help & Feedback -> Help Center
Select Knowledge Base.
Use the "Search" bar or scroll through the Knowledge Base alphabetically.