Employee Monitoring, Management & Attendance

EMMA (Employee Monitoring, Management & Attendance) is a time & attendance solution developed to track and report time sessions to a human resource or payroll solution. Employees are able to review their hours and time banks for multiple job types, and both employees and supervisors are able to electronically approve time sheets, eliminating employee time & attendance disputes.

Features

Emma provides but is not limited to, the following capabilities

  • Employee Time Report for Supervisors:
    • Displays the time entry for all direct reports of a particular supervisor
  • Employee Time Report for Employee’s
    • Displays the time entry of a single employee for a specified date range
  • Employee Time Report for Payroll
    • Made specifically for Payroll to display all the departments time entries within a given date range

 

Hours

The Help Desk will be available to assist with any requests pertaining to EMMA during the following Hours of operation:

Monday – Thursday

7:30 AM - 9:30 PM

 

Phone

704-330-5000

Friday

7:30 AM - 5:00 PM

 

Fax

704-330-5475

Saturday

8:00 AM - 12:00 PM

 

E-mail

helpdesk@cpcc.edu

Sunday

Closed

 

 

 

Report does not run after entering parameters
In order to run Reports on Emma, users must enable a feature to ensure that the software “Runs as an Administrator”. If not, reports will not run correctly.

In order to “Run as Administrator”, the following steps can be taken:

  1. Right click on the Emma Icon on your Desktop
  2. Select the “Compatibility” heading
  3. Under Privilege Level check the box next to “Run this program as an administrator”
  4. Select OK

Reports should now be able to function without issue. If the user does not have Administrative rights they would need to contact the Help Desk and we would then remote onto their machine and change the setting for them. Alternatively, they may submit a workstation Administrative rights request to be provided elevated rights to perform the steps above.

The steps listed above should only need to be followed once. Once initially run as an Administrator, the user need only open the software regularly.

Report does not show any employees or supervisors in the list

This may indicate the ODBC data connection is not configured properly for the computer. To remedy this error, one should:

  1. Ensure Emma software is being run as an Administrator
  2. Contact the ITS Help Desk for assistance in Redeploying the ODBC data connection.

No reports are available to run

This error indicates that the “Redeploy EMMA reports and ODBC” job might need to be pushed to your machine first. The Help Desk would need to schedule the deployment of this software following the instructions listed on section 2.4

Report is blank

No records were selected for the report. Please check your report parameters to ensure there is a time record to be reported for the given employee or supervisor. If this is a report for supervisors, ensure you are selecting the supervisor of record specified on the Employee’s Colleague record. If you are not sure who to select, please contact the Payroll department.

The Help Desk is the primary contact for issues pertaining to EMMA. There are a range of issues that the Help Desk will refer the client to their Supervisor or Payroll. Examples of such issues are:

  • Time entry dispute (I.e. incorrect clock-in/clock-out, duplicate Emma profile)
  • Supervisor requesting access to review entries on EMMA
  • Unable to clock in/Finger print not recognized

Support requests with regards to EMMA that the Help Desk will assist with include, but are not limited to:

  • Receiving Error notifications while running reports on EMMA
  • Requests for EMMA Software/scanner software to be deployed
  • Access issues for Supervisors

For any requests that are not handled by the Help Desk, the analyst will advise the client to contact the payroll department and assist with transferring the client.

The following is the predicted resolution time for Service Requests. The priority of a request is determined by the Analyst assisting the client. Several factors are taken into account when assigning a priority including urgency of the request, current backlog of requests, and existence of alternatives.

Priority

Expect Resolution Time

Day Before Escalation

Escalation I

Escalation II

Escalation III

High

Within 2 Business Days

Issue Age 1 Day

Issue not resolved after 2 business days

7 business days after Escalation I

4 business days after Escalation II

Medium

Within 5 Business Days

Issue Age 4 Days

Issue not Resolved after 5 business days

7 business days after Escalation I

4 business days after Escalation II

Low

Within 10 Business Days

Issue Age 9 Days

Issue not Resolved after 10 business days

7 business days after Escalation I

4 business days after Escalation II

The Help Desk will be available to assist with any requests pertaining to EMMA during the following Hours of operation:

Monday – Thursday

7:30 AM - 9:30 PM

 

Phone

704-330-5000

Friday

7:30 AM - 5:00 PM

 

Fax

704-330-5475

Saturday

8:00 AM - 12:00 PM

 

E-mail

helpdesk@cpcc.edu

Sunday

Closed

 

 

 

During these hours of operation, the Help Desk will respond to any phone calls. However, during busy times, or if a client chooses to leave a voicemail, the Help Desk will return the call to the client within 2 Hours. This is the same for any emails sent to the Help Desk.

Alert history is not available for this service.

Problems with this service should be reported to the ITS Help Desk. You can contact us by email at helpdesk@cpcc.edu or by calling 704.330.5000 during our normal operating hours.

Upon receipt of your report we will create a record in our tracking system and a tracking number will be provided, either over the phone or via automated email response, that you may use to identify this issue in any subsequent communications.