Customer Service Metrics
Customer Satisfaction
Emails, calls, and walk-ins made to University Payroll & Benefits Customer Service 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 2025.
Cases Closed
April..………………………………………….………………3,552
May....……………………………..…......…...…...…...…2,692
June.………………......………….….….…..........…......2,657
TOTAL…………………...…..….....…….…...........8,901
Payroll Operations Metrics
During the second quarter of 2025, there were 27 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.
Prior Underpayment Adjustments Processed
The total number of adjustments to pay transactions processed by UPB Payroll Operations for the second quarter of 2025 is:
ADJ_DATE | ADJ_Reason | COUNT |
APR-25 | Agreements/Settlements | 68 |
APR-25
| Additional Time Worked | 352 |
APR-25
| Benefit Payout | 134 |
APR-25
| Deceased Employee | 7 |
APR-25
| Job Change | 294 |
APR-25
| Late Job Posting | 561 |
APR-25
| No Time Reported | 2,313 |
APR-25
| Union Retro Pay | 45 |
APR-25
| Internal | 775 |
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| April Total | 4,549 |
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MAY-25 | Agreements/Settlements | 118 |
MAY-25
| Additional Time Worked | 361 |
MAY-25
| Benefit Payout | 243 |
MAY-25
| Deceased Employee | 2 |
MAY-25
| Job Change | 390 |
MAY-25
| Late Job Posting | 570 |
MAY-25
| No Time Reported | 2,477 |
MAY-25
| Union Retro Pay | 3 |
MAY-25
| Internal | 872 |
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| May Total | 5,036 |
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JUN-25 | Agreements/Settlements | 92 |
JUN-25
| Additional Time Worked | 359 |
JUN-25
| Benefit Payout | 170 |
JUN-25
| Deceased Employee | 5 |
JUN-25
| Job Change | 129 |
JUN-25
| Late Job Posting | 968 |
JUN-25
| No Time Reported | 1,756 |
JUN-25
| Union Retro Pay | 76 |
JUN-25
| Internal | 633 |
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| June Total | 4,188 |
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| Second Quarter Grand Total | 13,773 |