The One

People

Click a card to see who's in it, or invite someone new.

Employees

PTO Requests

Approving deducts the requested hours from that person's balance and notifies them; denying just notifies them. Managers see their own department, admins see everyone.

Org chart

Who reports to whom, in three views. Click anyone to open their account.

Departments

Each department is also a client: click one to edit its name, parent client, legal and billing details, campaigns and pay codes. Everywhere else (links, invites) picks a department from this list instead of free-typing it.

Show archived departments

Timekeeping

Review punches, resolve exceptions, and act on employee correction requests.

to

Every manual edit and shift deletion an admin has made, most recent first.

Date	Employee	Change	Reason	Changed by

Pending correction requests

▸ Settings, break pay policy & campaigns

Break pay policy

A break within the paid limit (plus the grace period) is fully paid. Go strictly past limit + grace and the whole break becomes unpaid, not just the excess.

Manage campaigns

Import Schedules & Timesheets

Upload a Payworks "TM - Employee Schedules" or "TM - Employee Timesheets" export. Nothing is written until you review the preview and click Import.

No file selected.

Total rows

0

Ready to import

0

Employee not found

0

Campaign not found

0

Unmatched campaigns

Map each one once. It applies to every row that used that same campaign, not just the first.

Campaign (from file)	Affected rows	Map to

Rows needing attention

Date	Name	Campaign (from file)	Issue

Ready to import

Date	Name	Campaign	Start	End	Hours

Schedule

Plan shifts and browse them by client, campaign or person. For whether anyone actually showed up, see Attendance.

Attendance

Who's scheduled, who's clocked in, and who's late or missing. Approved time off suppresses a no-show automatically.

Date	Employee	Department	Campaign	Planned Start	Planned End	Status

Pending shift swap requests

Schedule Templates

Build a reusable weekly roster per client, then generate it across a real date range. Generating replaces whatever's currently scheduled for that template's employees in that range, it doesn't merge with it.

Create a template

Templates

Name	Client	Time Zone	Weeks	Positions

Time zone

All times in this template are read as this time zone, changing it reinterprets every position's HH:MM the next time this template is generated.

Week	Sun	Mon	Tue	Wed	Thu	Fri	Sat

Right-click a day to copy, paste, or clear it.

Generate schedule from this template

Date	Positions	Hours

Learning & Certifications

Create courses, assign them, and record earned certifications.

Create a course

Existing courses

Assign a course

Create a certification type

Record a certification

Performance & Coaching

Goals, review cycles, and QA coaching flags. Coaching flags are recorded directly in the QA platform, not stored here.

Look up a person

Goals

Review cycles

QA Coaching

Recruiting

Position → Requisition → Candidate → Offer → Hire. Accepting an offer sends a real invite, the same one Admin → People sends, which is what actually creates the account and starts onboarding.

Positions

Requisitions

Candidates

Offers

Workflows

Triggers are real events already firing across the app. Actions are a fixed, safe set. Each one calls a real existing operation, nothing here writes arbitrary data.

Create a workflow

Statutory Holidays

Canadian holidays get stat holiday pay (onshore employees only) - Alberta, BC, Ontario, and New Brunswick each use a different formula, verified against each province's Employment Standards Act (best-effort, not legal advice). US and UK holidays here are for Schedule calendar visibility only, no pay calculation.

Pay Periods & Invoices

Generate periods, review readiness, lock timesheets, finalize invoices, and send them.

Pay cycle settings

Set this once - periods are then kept generated automatically going forward. No emails are ever sent from this page; that stays a separate, deliberate step below.

Periods

Review. Contractors in this period

Totals come straight from locked timesheets. Preview shows exactly what an invoice would look like before anything is finalized.

Agent	Type	Client	Hours	Gross Total	Status	Invoice

USD → CAD exchange rate for this period

Applies only to invoices for employees paid in USD - CAD employees are untouched. Saving re-denominates their invoice into CAD for real, using this rate.

Finalized invoices

Deliveries

All Invoices & Clients

Search invoices across every pay period, and manage client-facing links (no client login required. The link itself is the credential).

Client portal links

Search invoices

Invoice #	Agent	Client	Period	Issued	Due	Total	Status

Client Budgeting & Reporting

Actual vs. projected billable hours, by client. Actual comes from real clock punches; projected comes from the published schedule.

Client

Period

Actual

$0.00

0 hrs

Projected

$0.00

0 hrs

Variance

–

Actual − Projected

Actual Projected

Daily breakdown

Date	Day	Actual Hrs	Projected Hrs	Actual $	Projected $	Variance $

By rate tier

Campaign	Rate	Projected Hrs	Actual Hrs	Variance Hrs	Actual $	Projected $

Client Invoices

Draft invoices for what BTC bills its clients: normally next month's scheduled hours billed in advance, plus a credit or charge for last month's difference between hours pre-billed and hours used. Drafts stay in The One until they're sent to QuickBooks.

The database tables for client invoices need setting up or updating, so drafts can be previewed but not saved. Run the latest run_migrations.sh to enable saving.

Manage links

QA Scores integration

Connects to the QA scoring platform so agents can see their scores here instead of logging into a second app. This logs in as a dedicated account on that platform, use one with admin or supervisor access there, not a single agent's own login, so it can see everyone's scores.

Checking…

QA client mapping

Beyond The Call's teams work across several different client accounts on that platform, link each of your departments to the one it actually works. Agents/managers only ever see their own department's client; unmapped departments won't show any QA scores.

Google Workspace integration

Lets the portal create real Google Workspace accounts (and add them to Google Groups) as part of new-hire onboarding, using the Admin SDK Directory API with domain-wide delegation. Requires a one-time setup in your Google Workspace Admin console. See GOOGLE_ADMIN_SETUP.md for the exact steps. Only two scopes are ever requested: admin.directory.user and admin.directory.group.

Checking…

Google Chat integration

Powers the chat bubble everyone sees across the portal, backed by each person's real Google Chat spaces and messages. Deliberately a separate service account from the Google Workspace integration above - different credentials, its own domain-wide delegation entry, and only the Chat-specific scopes. A leak here can never be used to create accounts or touch Groups, and the reverse holds too. See GOOGLE_CHAT_SETUP.md for the exact steps. Only three scopes are ever requested: chat.spaces.readonly, chat.messages.readonly, and chat.messages.create. Every request always acts as whoever is actually logged in. This integration has no way to read or send as anyone else.

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QuickBooks

Connect your QuickBooks Online company so client invoices can be sent to it. Only admins can see this page.

Roles & Permissions

Roles decide which sections of the app people can see. Add a custom role, or adjust a built-in one.

Access is being wired into each section of the app one at a time, so a change here may not yet affect what's shown in every section.

Per-user overrides

Grant or deny specific sections for individual people, on top of whatever their role allows. Click a person to edit just them, or tick several and change them all at once.

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The One

Set a new master password

Welcome to The One

Welcome back - everything you need, in one place.

Me

Recent activity

Quick actions

My Team

HR

Operations

Company

Quick links

Recognition

My Info

Your personal details

Employment

My Team

Pending approvals

Team roster

Tasks

QA Scores

QA trends

Strongest & weakest areas

Trend over time

QA feedback

Criteria breakdown

Lower-confidence items

QA Analytics

Leaderboard

By department

Trend by day

Time Clock

My timecard

My correction requests

My Pay

Time Off

Request time off

This month

Your team, this month

Your requests

My Schedule

Learning

Assigned courses

Certifications

Performance

Goals

Reviews

Password Manager

Unlock your Password Manager

Security

Appearance

Two-factor authentication

People

Employees

PTO Requests

Manual balance adjustment

Org chart

Departments

Timekeeping

Pending correction requests

Break pay policy

Manage campaigns

Import Schedules & Timesheets

Unmatched campaigns

Rows needing attention

Ready to import

Schedule

Attendance

Pending shift swap requests

Schedule Templates

Create a template

Templates

Generate schedule from this template

Learning & Certifications

Create a course

Existing courses

Assign a course

Create a certification type

Record a certification

Performance & Coaching