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Each agent is responsible to ensure his/her timecard punches are accurate.
If an agent’s timecard punches are inaccurate, the agent is responsible to add notes in ADP requesting corrections by end of shift (because timecards are reviewed the following morning).
If it is apparent that an agent’s time has not accurately been entered (because a punch is missing or because there are more productive hours in the Dialer than ADP hours) and no note has been added by the agent, then the agent’s ADP time will be updated based on Dialer productivity plus break time proportionate to total hours worked.
Payroll closes early Monday morning, every other week. Agents are responsible to notate needed corrections by close of business the preceding Friday (or Saturday if working weekends) to allow supervisors time to make corrections Monday morning.
If missed ADP time is not corrected before payroll closes, the agent will need to wait until the next pay period to be paid for missed time.
If you have missed time but you’re not sure exactly how long you worked or your supervisor is calling into question the hours your are asking to be corrected, then you may substantiate by sending a screenshot of the earliest and latest call time you have logged in the Dialer. See the dropdown below for more details.
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Reviewing the earliest and latest call that occurred on a given day is a way to prove hours worked. This is not a perfect method to prove hours worked because if you started or ended the day in a status other than on a call, then those times will not be captured. However, may prove useful and should be utilized as needed. In the first screenshot below, we see this agent’s first log time was 6:11 AM PST (all call times in the Dialer are PST). The second screenshot below shows the latest call time and the duration. The latest call time was 1:42 PM PST. The duration was 13 seconds. Therefore, the agent can show 7 hours and 31 minutes worked, minus lunch. Assuming a 30 min lunch, this indicates 7 hours and 1 minute were worked. If the end of day call lasted an hour, instead of 13 seconds, then it would indicate approximately 8 hours, 1 minute were worked. 
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Agents are responsible to account for their own ADP time. Failure to do so may result in missed ADP hours and may sometimes result in the accrual of additional attendance points. |
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