Customer Service Metrics
Customer Satisfaction
Emails, calls, and walk-ins to the University Payroll & Benefits Customer Service Center are tracked using TeamDynamix Software, TouchPoint Phone System, and Microsoft Office. Below is the total number of University Payroll & Benefits Customer Service cases resolved each month between April and June 2024.
Cases Closed
April………………………………………….………………3,290
May…………………………………..………...……………2,815
June………………………………………….……......…….2,715
TOTAL………………………………….………........8,820
Payroll Operations Metrics
During the second quarter of 2024, there were 41 Disposition 05 errors that had to be manually fixed by UPB Payroll Operations. This error occurs when an employee’s required statutory deductions are not active or do not exist during the pay period.
Payroll Adjustments Processed
The total number of adjustments to pay transactions processed by UPB Payroll Operations for the second quarter 2024 is:
ADJ_DATE | ADJ_Reason | COUNT |
APR-24 | Agreements/Settlements | 36 |
| APR-24 | Additional Time Worked | 273 |
| APR-24 | Benefit Payout | 110 |
| APR-24 | Deceased Employee | 2 |
| APR-24 | Job Change | 361 |
| APR-24 | Late Job Posting | 588 |
| APR-24 | No Time Reported | 2091 |
| APR-24 | Union Retro Pay Increase | 20 |
| APR-24 | Current Pay Adj - MN | 1 |
APR-24 | Current Pay Adj - BW | 1018 |
| April Total | 5182 |
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MAY-24 | Agreements/Settlements | 84 |
| MAY-24 | Additional Time Worked | 378 |
| MAY-24 | Benefit Payout | 233 |
| MAY-24 | Deceased Employee | 7 |
| MAY-24 | Job Change | 274 |
| MAY-24 | Late Job Posting | 802 |
| MAY-24 | No Time Reported | 2765 |
| MAY-24 | Union Retro Pay Increase | 3 |
| MAY-24 | Miscellaneous | 901 |
| MAY-24 | Current Pay Adj - MN | 9 |
| MAY-24 | Current Pay Adj - BW | 1220 |
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| May Total | 6676 |
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| JUN-24 | Agreements/Settlements | 130 |
| JUN-24 | Additional Time Worked | 212 |
| JUN-24 | Benefit Payout | 150 |
| JUN-24 | Deceased Employee | 23 |
| JUN-24 | Job Change | 185 |
| JUN-24 | Late Job Posting | 1070 |
| JUN-24 | No Time Reported | 1691 |
| JUN-24 | Miscellaneous | 769 |
| JUN-24 | Current Pay Adj - MN | 1 |
| JUN-24 | Current Pay Adj - BW | 853 |
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| June Total | 5084 |
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| Totals: | CY 24 2nd Quarter Total | 16942 |
