Time and Production Accounting Audit (generic process)

Time and Production Accounting Audit (generic process) is the generic process card, GP-605, for the audit by which a workforce function establishes, channel by channel and system by system, where every minute of agent time and every unit of production is captured, how, where it lands in the time ledger, and at what grade; classifies every gap as not collected, partially collected or collected but misallocated; runs the tests that detect asynchronous work hidden inside voice states; and produces the gap register, the proposed source-of-truth rows, the proposed definition changes and the agenda for the Capacity Standards Workshop for Time Accounting. It is the first practice of the Workforce Data Definitions Framework and a cross-cutting card of Process Standardization, under the governance section of the function catalog in Anatomy of a ROC Standard. It matters because a multichannel operation on a mixed estate typically has a telephony platform that stamps every state change and a case tool that stamps nothing, so the capacity model consumes one measured input and one inferred one with no record of which is which; the audit is the record.

The card owns its method; the ledger is on Agent Time Accounting Model, the state systems on Agent State Taxonomy and Activity Codes, the tests on Reconciliation Tests for Time Accounting and Production Accounting for Blended Agents, the registers on The Definitions Register and Source of Truth Register, and none is restated here. The audit starts from what the capacity model consumes and works back to the instruments, never from the instruments forward, because data quality is fitness for a stated use.

Process profile

The profile extends the L0 identity fields of Process Decomposition (L0–L3). Local values are held by the deploying function and marked SET LOCALLY.

Field	Generic value
Card	GP-605 · local card id assigned by the standards committee at deployment
Class	supporting, in the catalog's four-class vocabulary (strategic · real-time · both · supporting)
Trigger	the framework's adoption (first full pass); thereafter a platform change, a channel launch, a cohort migration, a reconciliation test failing on two consecutive runs, or the annual review of the Standard
Cadence	a full pass typically once a year [A]; a channel-scoped pass on each trigger; SET LOCALLY
Scope in	every capture point per channel on every system that emits one: telephony platforms, the workforce-management system, case and email tools, the chat platform, a desktop capture instrument where one exists, the payroll system for paid time; for each, what is captured, how, its ledger bucket and its grade; the gap register; the blended-agent tests; the proposed ST rows and RG changes; the workshop agenda
Scope out	adopting any definition or source (the workshop; GP-606); reconfiguring a platform (Systems Administration for WFM Platforms); the requirement mathematics (Service Level Mathematics for Voice, Chat and Email)
Inputs	the ledger template; the code dictionary; the current RG and ST versions; a configuration export per platform instance; the model inventory; the test definitions T-01 to T-06; a sample period of paid, scheduled, logged-in and state time
Outputs	the capture-point inventory; the ledger mapping sheet; the signed gap register; the test results with their residuals; the proposed ST rows and RG changes; the workshop agenda in materiality order; the audit log with the next pass dated
Upstream	the definitions register and its owner; the platform owners; the capacity model, whose needs set the scope
Downstream	the capacity standards workshop; GP-606; platform administration; GP-102 stage 3; Data Quality Gates for Planning Inputs
Resources	the ledger template; a configuration export per platform class; the analytics platform for the tests; a sampling capability where no instrument exists; the registers. Platforms are named at L3, never here
Decision points	does every bucket on every channel have a capture point; which class is a gap; is it material; does it need a stand-in source, a definition change or a configuration request
Authority tier	the audit runs at the data and analytics lead's seat, who signs the gap register; no tier on the real-time ladder; any change to the Standard the audit proposes is signed by the function head (tier 4) at the workshop, never by the audit
Risk and compliance flags	a desktop capture instrument records conduct and performance, and in several jurisdictions its introduction is subject to works-council co-determination; observational studies of named agents carry the same flag; payroll time is personal data; a partner-held platform's logs are contractual, not owned
Variant-prone steps	desktop capture (statutory); partner-held platforms (contractual); predecessor instances scheduled for retirement (transitional); the sampling method where no instrument exists (structural)
Automation candidates	nine L2 sub-steps (listed below); the classification of a gap is never one

L1 flow

Owners are seats. The decisions that protect the audit are steps 6, 9 and 10: whether a bucket is covered at all, what kind of gap it is, and whether the gap matters to a model.

1. Open the audit: fix the channels, systems and sample period in scope; pull the ledger template, the code dictionary and the current RG and ST versions (data and analytics lead).
2. Build the capture-point inventory: per channel and system, every state, timer, counter and timestamp the system emits, from its configuration export, not from memory; the platform owners supply the exports (data and analytics lead).
3. For each capture point record what is captured, by what instrument class, at what resolution and refresh (platform owner).
4. Map each capture point to its ledger bucket and its RG entry, or record no bucket or no definition (data and analytics lead).
5. Grade each capture point: a source grade in the four words of Human Gates and Number Grades and the number grade it can support (data and analytics lead).
6. Decision: does every ledger bucket on every channel have at least one capture point? An uncovered bucket is not collected; a bucket claimed by two systems is collected but misallocated and is sent to T-04; an availability bleed is collected but misallocated for voice and not collected for email in-work time (data and analytics lead).
7. Run the reconciliation tests T-01 to T-06 on the sample period (data and analytics lead).
8. Run the blended-agent tests on every cohort that works more than one channel: first T-06, items closed per available-idle hour, then focus time against state time where an instrument exists, then the idle residual against asynchronous volume (data and analytics lead). The tests exist because the telephony definition of availability includes auxiliary time and treats it as a product of idle time, so work done in that state is recorded as idle.
9. Classify each gap: not collected, partially collected, or collected but misallocated, with the evidence from steps 6 to 8 beside it (data and analytics lead).
10. Decision: is the gap material? Which models consume the number, and what the weakest-input rule does to their grade (capacity planning lead); an immaterial gap is logged, not remedied.
11. Draft the remedies: a proposed ST row with a stand-in source and grade per material gap, an RG change where the definition is the gap, a configuration request where the instrument is (data and analytics lead).
12. Sign the gap register, stating the sample period, the cohorts tested and the gaps left immaterial (data and analytics lead).
13. Draft the workshop agenda from the signed register in materiality order, proposals attached, and hand it to the workshop's chair (data and analytics lead).
14. Close the audit: log it, open each proposal through GP-606, date the next pass (register's owner).

L2 step table

Generic sub-steps only; the deploying function adds the columns Process Decomposition (L0–L3) leaves open. Durations are typical for one channel-scoped pass [A], SET LOCALLY.

Step	Sub-step	Owner (seat)	Inputs	Outputs	Duration	Automation candidate	Documentation join key
1	1.1 Fix scope: channels, systems, cohorts, sample period	data and analytics lead	the model inventory	the scope sheet	2 h	N	audit scope sheet
1	1.2 Pull the ledger template, code dictionary and register versions	data and analytics lead	the registers	the audit baseline	1 h	Y	audit scope sheet
2	2.1 Export the configuration of each platform instance in scope	platform owner	the instance	the raw export	1 day each	Y	inventory pull instruction
2	2.2 Compile the exports into one inventory, one row per capture point	data and analytics lead	the raw exports	the capture-point inventory	1 day	Y	inventory template
3	3.1 Record instrument class, resolution and refresh per row	platform owner	the inventory	the described inventory	2 h per system	N	inventory template
4	4.1 Map each row to a ledger bucket or mark no bucket	data and analytics lead	the inventory, the ledger	the mapping sheet	1 day	N	ledger mapping sheet
4	4.2 Map each row to an RG entry or mark no definition	register's owner	the mapping sheet, RG	the mapping sheet	2 h	N	ledger mapping sheet
5	5.1 Assign a source grade and the number grade it supports	data and analytics lead	the mapping sheet	the graded inventory	2 h	N	grading work instruction
6	6.1 Test bucket coverage per channel; list uncovered and doubly claimed buckets	data and analytics lead	the graded inventory	the coverage list	1 h	Y	coverage test notebook
7	7.1 Extract the sample period's paid, scheduled, logged-in and state time	data and analytics lead	the sources named in the inventory	the ledger extract	1 day	Y	test runbook
7	7.2 Run T-01 to T-06 and record each result with its residual	data and analytics lead	the ledger extract	the test results	2 h	Y	test runbook
8	8.1 Identify blended cohorts and their available-idle hours	real-time lead	the roster, the state data	the cohort list	1 h	Y	blended-agent test playbook
8	8.2 Run T-06 per cohort, then focus against state time, then residual against volume	data and analytics lead	the cohort list, item counts, focus time where it exists	the bleed estimate, graded	2 h	Y	blended-agent test playbook
9	9.1 Classify each gap with its evidence	data and analytics lead	the coverage list, test results, bleed estimate	the draft gap register	1 day	N	gap register template
10	10.1 Trace each gap to the models that consume the number	capacity planning lead	the draft gap register, the model inventory	the materiality column	2 h	N	model inventory
10	10.2 Decision: material or immaterial, with the grade effect stated	capacity planning lead	the materiality column	the ranked gap register	1 h	N	gap register template
11	11.1 Draft a proposed ST row per material gap: stand-in source, grade, known gaps	data and analytics lead	the ranked register	the ST proposals	2 h	N	ST proposal form
11	11.2 Draft RG changes where the definition is the gap	register's owner	the ranked register	the RG proposals	2 h	N	RG proposal form
11	11.3 Raise configuration requests where the instrument is the gap	platform owner	the ranked register	the request list	1 h	N	configuration request form
12	12.1 Review and sign the gap register	data and analytics lead	the ranked register, the proposals	the signed register	same day	N	gap register template
13	13.1 Assemble the agenda in materiality order with proposals attached	data and analytics lead	the signed register	the workshop agenda	2 h	Y	workshop agenda template
14	14.1 Log the audit; open proposals through GP-606; date the next pass	register's owner	the signed register, the agenda	the audit log entry	1 h	N	audit log

Variants

The known variant classes, recorded per Standard and Variant in Process Documentation:

• Statutory. Where a desktop capture instrument or an observational study is subject to works-council co-determination, the inventory step (2) and the focus-time test (8.2) run only on the terms agreed, typically on aggregated data; the works-council liaison owns a variant row on both steps and the function head approves it. With no agreement the focus-time test is marked not run and the bleed estimate falls to [A].
• Contractual. A partner-held platform whose logs the function may not export supplies its capture points as a partner report, graded named owner: a parameter of step 5 marked SET LOCALLY, not a variant. Where the contract gives no access at all, step 2.1 cannot run and a variant row records the partner's attestation as the input, owned by the placement and vendor lead.
• Structural. A tool that emits no state and no timer is not a variant; it is what the audit exists to find, and lands in the register as not collected. A platform that cannot export its configuration changes step 2.1's input to a transcription by the platform owner, an L3 difference with no row.
• Transitional. A predecessor platform instance with a dated retirement is inventoried at the state level only and tested once; a variant row carries the exclusion with an expiry at the retirement date, the date Activity-Code Consistency ties the instance's code mapping to.

L3 register

Names only; the content is the function's. The residual below which a gap is immaterial and the sample period's length are L3 values marked SET LOCALLY.

Job aid	Anchored to	Form
The inventory pull instruction per platform class, with the export object named	step 2	work instruction
The inventory template and the ledger mapping sheet	steps 2 to 4	work instruction
The grading work instruction: source grade to number grade	step 5	work instruction
The test runbook: extract, run T-01 to T-06, record, with the pass bands	steps 6, 7	runbook
The blended-agent test playbook: which cohorts, which tests, how to read a residual	step 8	playbook
The gap register template and the three classes with their evidence rules	steps 9, 10, 12	work instruction
The ST and RG proposal forms and the configuration request form	step 11	work instruction
The workshop agenda template and the hand-off to the chair	step 13	work instruction
The audit log and the trigger table	step 14	work instruction

Automation candidates

Flagged at L2 per Process Decomposition (L0–L3); released per class of action on a published catch rate per Human Gates and Number Grades, never on a maturity label. Ranked by the ease of publishing that catch rate.

1. The capture-point inventory pull (2.1, 2.2): a deterministic read of each platform's configuration; first because an omitted capture point is visible the moment a platform owner reads the inventory.
2. The reconciliation tests (7.1, 7.2) and the coverage test (6.1): computations on the ledger extract with stated pass bands; the overseer checks inputs and bands, not arithmetic. Ranks after the inventory pull because a test's catch rate can only be published once the inventory it reads is itself released.
3. The blended-agent test computations (8.1, 8.2): computed; the reading of the result stays with the data and analytics lead. Ranks after the reconciliation tests because T-06 consumes their available-idle time, so its errors cannot be separated from theirs until theirs are published.
4. The baseline pull (1.2) and the agenda assembly (13.1): deterministic reads and assemblies of register versions and the signed register; last because each runs once per pass, so the sample from which a catch rate is published accrues slowly.

The classification of a gap (9.1) is never a candidate. Deciding whether a capture point is partially collected or collected but misallocated means reading what the instrument was built to count against what the ledger needs, a judgment with no ground truth to publish a catch rate against. The materiality decision (10.2) and the signature (12.1) are gates: a person must produce a decision per row. The audit's place as a recurring assessment in a standing data-quality programme, rather than a one-off project, is the process reference model's.

Maturity Model Position

Four scales on this wiki use the word level; the launch page states which is which. On the WFM Labs Maturity Model™ a function that has run the audit once and holds a signed gap register is at Level 2; one that runs it on trigger, with the inventory pull and the tests released on a published catch rate, is at Level 3; one whose gap register is the list of measurement uncertainties its distributional plan carries is at Level 4. The audit tests blended cohorts at every level, because no maturity label changes what the instrument records.

See Also

• Process Standardization — the hub and the inventory this card belongs to
• Workforce Data Definitions Framework — the sister hub: the ledger, the registers and the channels the audit maps
• Capacity Standards Workshop for Time Accounting — where the signed gap register goes
• Agent Time Accounting Model — the ledger every capture point is mapped to
• Reconciliation Tests for Time Accounting — the tests step 7 runs
• Production Accounting for Blended Agents — the tests step 8 runs and the separation methods
• Source of Truth Register — the ST rows the audit proposes
• The Definitions Register — the RG entries the audit maps to and proposes changes against
• Definitions and Source-of-Truth Change Control (generic process) — GP-606, where every proposal goes
• Standard and Variant in Process Documentation — how the variants above are recorded