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Attendance Point Values
Tardy (10+ min) = ½ point
Leave Early (10+ min) = ½ point
MIA (30+ min) = 1/2 point
Unexcused Absence = 1 point
NCNS = 2 pointsMIA = Missing 30+ minutes in ADP
Attendance Occurrence Definitions
Tardy: Logging into ADP and/or the Dialer 10 or more minutes late
Leave Early: Logging out of ADP and/or the Dialer 10 or more minutes early
MIA (Missing in Action): Missing 30 or more minutes of unapproved ADP and/or Dialer log time. For example, if you are scheduled for a regular 8 hour shift but you show less than have 7.5 hours or less of ADP time then there must have been 30 minutes of time missed possibly due to a tardy, leave early, long lunch, additional mid-day missed time, or some combination of the above.
1 point is accrued for working less half of a shift (ie working less than 4 hours out of an 8 hour shift) in ADP.
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log time and/or 7.5 hours or less of total time spent in the Dialer (lunch and offline excluded).
Unexcused Absence: Being absent for your entire shift, or for more than 1/2 of your shift. For example, if you are scheduled for a regular 8 hour shift but you have 4 hours or less of ADP log time and less than 4 hours of total time spent in the Dialer (lunch and offline excluded)
NCNS: Missing your entire shift without calling the WFM attendance line.
Timecard Punches and Corrections
Each agent is responsible to ensure his/her timecard punches are accurate. Click Here for a video demonstration of how to clock in/out and add notes as needed.
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 workedto match the sum of all Dialer statuses minus Offline and Lunch.
Supervisors are expected to leave a note for each timecard correction.
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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| title | How to Verify Time Worked in the Dialer |
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Reviewing the earliest and latest call that occurred on a given day is a way to substantiate hours worked. This process is not perfect because if you started or ended the day in a status other than on a call, then those times will not be captured. However, this may prove useful and can 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 a difference of 7 hours, 31 minutes between the first and last call of the day. Assuming a 30 min lunch, the time is reduced to 7 hours, 1 min. If the end of day call lasted an hour, instead of 13 seconds, then the duration would be adjusted to approximately 8 hours, 1 minute.
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| Note |
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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. |
Overtime
Agents should work no more than 40 hours per week, unless overtime is being offered.
For weeks that overtime is not offered, hours may be tallied Thursday evening. Agents with over 32 hours worked from Mon-Thurs may be asked to reduce hours worked on Friday by either taking a longer lunch or leaving early.
Outage Situation
If an agent is unable to work due to issues beyond the scope of CXPs control, then the agent should log out of ADP until the issue is resolved. Some examples include:
Internet outage - Work with your internet service provider and log back into ADP when resolved.
Power outages - Work with your power company and log back into ADP when resolved.
Personal equipment
Inclement weather - For extreme weather situations (hurricanes, etc) which restrict an agent’s ability to work, log back into ADP when safe to do so and only logout if safe to do so.
etc
Attendance Line
Unexcused tardies, leaving early, or absences must be reported to WFM by calling the attendance line in addition to letting your supervisor know.
Failure to report an absence by end of shift will result in a NCNS.
Three consecutive NCNS’s may be considered job abandonment for which termination of employment may occur.
Attendance line phone number: (844) 538-8700. State the following for the recording:
Full name
Manager’s name
Assurance Telesales campaign
Expected arrival time, if late
HR Approved Absences
If you miss work for medical reasons which you believe should be excused, communicate this to HR and be email hrmanagers@connexionpoint.com and cc Tina Dominguez. Be prepared to provide documentation.
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