Kelly Web Time Time Management Console

Kelly Web Time
Time Management
Console
Call Center Overview Guide
TMC- Call Center Overview 2
Note: Your view may be slightly different than what is presented in this
guide based on your access rights.
Call Center Dashboard Summary .......................................................................................................................3
Search Function ..................................................................................................................................................4
Search for Employee ......................................................................................................................................4
Search for a Customer ....................................................................................................................................4
Search for a Branch ........................................................................................................................................5
Search for a Customer Approver by Email Address .......................................................................................5
View Dashboard Details .....................................................................................................................................6
Time Management Console ...............................................................................................................................6
Overview Tab .....................................................................................................................................................7
Employee List and Assignment Details...............................................................................................................8
View Assignment Details ................................................................................................................................8
View/Edit Timecard ........................................................................................................................................9
Unsubmitted Time Tab .....................................................................................................................................11
View Employee Communications.................................................................................................................11
Send Employee Time Entry Reminders ........................................................................................................12
Assignment Options .....................................................................................................................................12
Unapproved Time Tab ......................................................................................................................................13
View Approver Communications .................................................................................................................13
Send Approval Requests...............................................................................................................................14
Approval Options – Dispute Resolution .......................................................................................................14
Add Alternate Approver ...............................................................................................................................15
Approve Hours on Behalf of Customer ........................................................................................................16
Approved Time Tab ..........................................................................................................................................16
Reports Tab ......................................................................................................................................................17
Support .............................................................................................................................................................19
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TMC- Call Center Overview 3
Call Center Dashboard Summary
The Dashboard provides a summary of all customers using any PeopleNet time capture solution. As a
general rule, the goal of the branch should be to get Percent Complete and Percent Approved up to 100%
and to reduce Unapproved Hours and Disputed Hours to zero.
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1. Select week ending date (default is current week) to display the statistics for that pay-period.
2. Hover over Percent Complete to display weekly comparison (this week vs. last week).
3. Search allows the call center user to enter an employee, customer or branch to proceed directly to
that selection on the Time Management Console.
4. Faxaroo allows the call center user to enter faxed time from the Time Management Console.
5. Expense Report Audit allows the call center user to review expense reports based on certain rules
or thresholds set by the Kelly Services (e.g. any expense over $150)
6. Customer Configuration is used to apply special pay rules, paid meal breaks, or break waivers at
the customer, work location, and assignment level.
Note: This guide is for the Time Management Console, for more details on the Faxaroo, Expenses or
Customer Configuration tools, please refer to your Call Center Guide link provided in the Support section of
this guide.
The Dashboard column headers are defined below:
 Percent Complete: % of hours entered this week compared to last week’s total.
 Entered Hours: Total number of hours entered for this pay period.
 Entered Dollars: Total number of dollars entered for this pay period based on bill rate.
 Unapproved Hours: Total number of unapproved hours for this pay period.
 Percent Approved: Percent of hours that have been approved.
 Disputed Hours: Total number of disputed hours for the selected pay period.
 New Faxes: Number of faxed time sheets waiting to be processed for selected pay period.
 Unresolved Breaks: If you are tracking break exceptions (CA, NH, WI states only). This metric will
indicate how many exceptions there are for the pay period.
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TMC- Call Center Overview 4
Search Function
Search for Employee
1. Select “Employee”
2. Enter any criteria known about the employee.
3. In this example, we have used the last name. If there is an employee that matches, it appears at
the bottom of the search box.
4. Depending on the size of your database, you may be required to enter additional information to
narrow your search.
5. Click on the name to go directly to the person’s timecard.
Pettit
Search for a Customer
1. Select “Client”
2. Enter the customer name or ID number.
3. In this example we will use the Customer name. If there is customer that matches it will appear at
the bottom of the search box.
4. Click on the search results to go directly to the customer within the branch.
Apple
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TMC- Call Center Overview 5
Search for a Branch
1. Select “Branch”
2. Enter the Branch name or ID.
3. In this example we will use the branch ID number. If there is a branch that matches it will appear at
the bottom of the search box.
4. Click on the search results to go directly to the branch.
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Search for a Customer Approver by Email Address
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Select “Approver”
Enter the email address of the approver.
If there is an approver email that matches, it will appear at the bottom of the search box.
Click on the search results to go to the branch where the customer approver resides.
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TMC- Call Center Overview 6
View Dashboard Details
Click on
to review the summary of each branch that you have access to. This dashboard view
provides the status for all branches and customers. Each column displays the statistics at the customer
level. The call center user can click on any cell for more details.
Overview of Columns
Wk End – The week ending date selected
Approvals
Unappr – unapproved assignments
Disp – disputed assignments
Assignments
Exp – number of expected assignments based
on active assignments.
Out – number of outstanding assignments
(Exp-Submitted)
% Out – percent of outstanding assignments
(Out/Exp)
Payroll
Hrs – number of hours submitted
% Last – % of hours versus last pay period
$ - value of hours entered based on bill rate
Fax
New – new faxes
Proc – processed faxes
Break Exceptions
Unknown – do not know why employee did
not take required break
Vol – employee voluntarily waived break
Invol - Customer did not allow break
Ignored – Breaks not flagged as an exception
Click on any branch name from the Call Center Dashboard to view the Time Management Console.
Time Management Console
The PeopleNet Time Management Console (TMC) provides visibility and management of the time collection
and approval process. User defined views (i.e. customer, branch, region, payroll center) allow users to
monitor and manage time expected as well as approval status from multiple levels in the organization. The
TMC tabs reflect the workflow and information required from the time collection to time approval process.
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TMC- Call Center Overview 7
Overview Tab
The Overview tab shows a summary view, based on the user’s access level, of all customers using
PeopleNet and the time that is Expected, Received and Outstanding as well as a summary of hours and
dollars entered.
Overview Columns
Customer: the company name
Assignment Summary
Expected (Exp.): total number of active assignments for the pay period
Received (Rec.): total number of assignment with time entered for the pay period
Excluded (Excl.): active assignments that were excluded by a branch user for the pay period
Outstanding (Out.): total number of active assignments with no time entered for the pay period
Approval
Unapproved (UnApp): Total hours that have not been approved for the pay period
Disputed (Disp): Total disputed hours for the pay period
Payroll
Hours: total number of hours submitted for the customer for the pay period.
Dollars: dollars associated with the time submitted (based on customer bill rates)
Reg: total regular hours submitted for the pay period for the customer
O/T: total overtime hours submitted for the pay period based on customer pay rules
D/T: total double-time hours submitted for the pay period based on customer pay rules
Unverified Approvers: total number of approvers who have not responded to a verification or approval
email
Tasks: Click on the Tasks link on the customer row to view the approver(s) for that customer or click on
Tasks at the bottom right of the screen to view all approvers.
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TMC- Call Center Overview 8
Employee List and Assignment Details
A user can view the Employee List from any tab on the TMC. From the employee list, you can review
details of the employee’s time including viewing their timecard, comments, hours approved etc.
Click on a Customer to display each employee assigned to that location and additional details for the pay
period.
Icons displayed next to the name reflect additional information. You may hover over each icon for a
definition of the icon. The icons are defined in the legend below:
The Employee List column headers include:
 Saved: Time an employee has entered and saved from web time entry but has not submitted to
payroll.
 Submitted: Displays regular (Reg), overtime (OT), double-time (DT) hours that have been submitted
for the pay period and the dollars associated with the time entered.
 Expense Dollars: Expenses submitted for the pay period
 App: displays approved time for the employee for the pay period.
 UnApp: displays unapproved time for the employee for the pay period.
 Disp: displays time that has been disputed for the employee for the pay period.
View Assignment Details
Click on the Details link next the employee’s name in the Employee List screen to view details about the
employee’s assignments.
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TMC- Call Center Overview 9
From the details screen, you may:
 Verify that the employee has registered
 Unregister employee if needed by clicking the unregister link
 Change the employee’s contact information or preferences
 Edit employee’s Time Entry Settings and Pay Types (Administrator access only)
 Verify the assignment information is correct
 Verify that the approvers are correct
TIP: If new employees are having logon issues, this is the best place to start to verify that their assignment
is active and that they are trying to logon with the correct email address. If their assignment is not active,
you will need to update it in your KSN system. Updates from your system are sent to Kelly Web Time each
day. If they are already registered, they should not be using the New User registration link on the the logon
screen.
View/Edit Timecard
The employee time card displays a daily view of hours entered for the week, including whether the hours
have been approved or disputed. This view is available from any tab on the TMC.
1. Click on the employee’s name from the employee list to view their time card.
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TMC- Call Center Overview 10
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2. Hover over assignment name to display the customer name and assignment number.
3. To void hours entered, click on the hours in blue link under the Total Hrs column. Approved hours may
not be voided.
4. Source (Src) displays the source of the time entry.
WTE = Web Time Entry
IVR = Phone Time Entry
Initials = Adjustment or entry by TMC User
5. Click on New Transaction to enter additional hours for the pay period.
 Select
to enter in and out times or
to enter total hours for each day the the
employee worked.
 Click on
to add a new day or new work segment for the same day.
 Subtract hours by adding a negative number.
 Click on
to submit your time entry.
 Once you have completed the entry, the timecard will show your initials under the source (Src)
column for auditing purposes.
 Refer to the TMC Hours Correction Guide in your Call Center Guide link provided in the Support
section of this guide for more details regarding editing a timecard.
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TMC- Call Center Overview 11
Unsubmitted Time Tab
The Unsubmitted Time tab displays employees who have an active assignment who have not entered
hours for the pay period. Under the Unsubmitted Time tab, the call center user has options to send the
employee a reminder to enter their time, view communications sent to the employees and exclude an
assignment if applicable.
The icons displayed to the left of the name are defined below:
The individual is responsible for entering their own time via WTE or IVR
Email Request – will display Self for Employee Email Time Entry or the name of the
customer supervisor or vendor representative entering time for the employee if
set up for Group Email Time Entry
View Employee Communications
View Communications displays a list of system generated messages from Kelly Web Time or contact and
comments by a customer or supervisor. Request is the initial email reminder. Followup is the second
employee email reminder. Manual is a reminder sent by the call center user from the TMC.
You may view communications for a specific customer or view all communications.
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TMC- Call Center Overview 12
Send Employee Time Entry Reminders
Click on the Send Reminder link to send an employee a reminder to enter their time. Or, click on the Send
All Reminders to send an email or text reminder to any employee who has not entered their time for the
pay period.
Select the employee you want to send a reminder to and how you want the reminder sent. The text option
will not be available if the employee did not register with their cell phone number and carrier.
Assignment Options
If you do not expect hours for an assignment for the pay period (vacation, assignment inactive, etc.), you
may exclude or end the assignment for the current pay period.
Choosing End Assignment or Exclude will be reflected in the PeopleNet
system for the current pay period only. If you wish to permanently end an
assignment, it should be ended in KSN.
TIP: End or edit assignments in your KSN system each week to keep your TMC Dashboard metrics accurate
and to insure that your new employees can logon and the approver receives their approval requests.
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TMC- Call Center Overview 13
Unapproved Time Tab
Select the Unapproved Time tab to monitor employees with unapproved time or time disputed by the
customer. The call center user may view communications, send a request for approval, and approve time
on behalf of the customer from this tab. Click on Details in the employee row to show when time was
submitted.
The icons displayed reflect the approval method for each customer.
Email Approval – Approver is automatically emailed at scheduled times
with a link to access the approval application.
No approval method or no approver/email is set-up for this customer.
Update your KSN system with approver name and email.
View Approver Communications
View Communications displays all communications to the customer approver. Request is the initial
approval request. Followup is the second approval request. Escalation is the third request to the escalation
or secondary approver. Manual is a reminder sent by the call center user from the TMC.
You may view communications for a specific customer or view all communications.
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TMC- Call Center Overview 14
Send Approval Requests
Click on Send Request to send an email to the customer supervisor to remind them to approve the
employee’s time for the week. Click on Send All Reminders to send email reminders to any superviser who
has not approved time for the current pay period.
Approval Options – Dispute Resolution
If the cient disputes hours on an employee’s timecard, the disputed hours will show on the Dashboard
Summary at the top of the screen and in the Dispute column of the Unapproved Time tab. The TMC user
must select Approval Options next to the disputed timecard to resolve the dispute. If the dispute is not
resolved before payroll close, it will be auto resolved to reflect the customers changes and sent to payroll at
7:10 am ET on Wednesday.
Click on the employee’s name to view their timecard to see the comments from the approver before
resolving the dispute.
Approval Options When Hours Are Subtracted:
Pay Don’t Bill: The hours are paid to employee but not billed to customer.
Don’t Pay Don’t Bill: Employee is not paid and customer is not billed for disputed hours.
Ignore Dispute: Disregard the dispute. Pay the employee and bill the customer for hours submitted.
Show Details: Displays a list of all disputes for an employee.
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TMC- Call Center Overview 15
Approval Options When Hours Are Added:
Pay and Bill: Employee is paid and customer is billed for disputed (added) hours.
Ignore Dispute: Disregard the dispute. Don’t pay the employee or bill the customer for added hours.
Show Details: Displays a list of all disputes for an employee.
TIP: When you select the
approval option, you should
add comments about the
dispute resolution for audit
purposes.
If the timecard indicates “Pay Records Sent,” the employee’s time has already been sent to payroll and you
must make a manual adjustment outside of Kelly Web Time.
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To reduce the employee’s hours, refer to Documenting a Time Correction – Reallocating Time (e1005).
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To increase the employee’s hours, submit an Additional Hours Time Document (Item 1) to the Payroll
Center.
Note: If disputed hours have been sent to Payroll as Pay Only and you need to bill the customer for all or a
portion of these hours, contact the Field Service Center (FSC) at 1-877-I-ASK-KHQ (1-877-427-5547) or
complete the FSC Online Form.
Add Alternate Approver
If you know a supervisor is not available to approve time, you may add an Alternate Approver then send
them a manual request to approve time. Simply click on the Approver’s email address from the
Unapproved time tab and enter the name, email and date range for the alternate approver.
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TMC- Call Center Overview 16
Approve Hours on Behalf of Customer
Click on the Approve link next to the employee’s name to approve their hours.
TIP: You should enter comments
with specifics of who you talked to
and when or copy an approval
email/message from the customer
for audit purposes.
Approved Time Tab
The Approved Time tab of the Time Management Console displays employee’s time that is approved for
the selected pay period. Click on Details to view more information including the date and time of approval
and who approved. Click on the employee’s name to view their detailed timecard.
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TMC- Call Center Overview 17
Reports Tab
The Reports tab shows a list of predefined reports for Kelly Web Time.
Run a Report
Select the report you want then enter the parameters for the report such as week ending date or date
range and site selection. Enter your email address and the file type (Excel or PDF) you want as an email
attachment.
When you have entered the options, click on Next to run the report now or schedule the report to run at a
later date. If you select Run Now the report will be emailed to you within a few minutes.
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Schedule a Report
If you select Schedule when you submit your
report, you can select a custom name for the
report and schedule it to run on a recurring basis
by day, week or month. The report will be sent to
the email address you provided under the report
options on the scheduled date and time.
Complete Report List
For a complete list of reports, click on Reports from the TASKS drop down menu. Select the report you
need and follow the instructions on the screen to define and submit your report.
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Support
Payroll or Hotline Users:
http://www.peoplenet.com/tutorials/videoplayer.cfm?filename=KELLY/hotline
Admin Users:
http://www.peoplenet.com/tutorials/videoplayer.cfm?filename=KELLY/admin
For Technical Support, please call PeopleNet at 1-800-669-9765 or email [email protected]
 PeopleNet Call Center Hours: Monday through Friday, 8:30am to 8:30pm EST
 After hours Pager Support
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