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 July and September 2024.
Cases Closed
July………………………………………….………………2,918
August…………………………………..………...…..…2,897
September……………….…………………………....3,209
TOTAL…………………………………........….....9,820
Payroll Operations Metrics
During the third quarter of 2024, there were 107 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 third quarter of 2024 is:
ADJ_DATE | ADJ_Reason | COUNT |
JUL-24 | Agreements/Settlements | 39 |
JUL-24
| Additional Time Worked | 238 |
JUL-24
| Benefit Payout | 239 |
JUL-24
| Deceased Employee | 2 |
JUL-24
| Job Change | 130 |
JUL-24
| Late Job Posting | 1,139 |
JUL-24
| No Time Reported | 1,573 |
JUL-24
| Union Retro Pay Increase | 0 |
| JUL-24 | Miscellaneous | 588 |
JUL-24
| Current Pay Adj - MN | 1 |
JUL-24 | Current Pay Adj - BW | 954 |
| July Total | 4,903 |
|
|
|
AUG-24 | Agreements/Settlements | 131 |
AUG-24
| Additional Time Worked | 259 |
AUG-24
| Benefit Payout | 291 |
AUG-24
| Deceased Employee | 3 |
AUG-24
| Job Change | 407 |
AUG-24
| Late Job Posting | 997 |
AUG-24
| No Time Reported | 1,790 |
AUG-24
| Union Retro Pay Increase | 4 |
AUG-24
| Miscellaneous | 842 |
AUG-24
| Current Pay Adj - MN | 11 |
AUG-24
| Current Pay Adj - BW | 757 |
|
|
|
| August Total | 5,608 |
|
|
|
| SEP-24 | Agreements/Settlements | 131 |
SEP-24
| Additional Time Worked | 259 |
SEP-24
| Benefit Payout | 278 |
SEP-24
| Deceased Employee | 3 |
SEP-24
| Job Change | 388 |
SEP-24
| Late Job Posting | 1,756 |
SEP-24
| No Time Reported | 2,166 |
SEP-24
| Union Retro Pay Increase | 134 |
SEP-24
| Miscellaneous | 635 |
SEP-24
| Current Pay Adj - MN | 65 |
SEP-24
| Current Pay Adj - BW | 896 |
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|
|
| September Total | 6,711 |
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| Third Quarter Grand Total | 17,222 |
