Submit Infractions

Efficiently track your team's accountability management by issuing and managing infractions.


Tracking and addressing infractions is crucial in customer service management to ensure accountability and maintain high performance standards. This article provides a concise guide to issuing infractions and effectively managing them.


Understanding Infractions

Infractions track negative behaviors or rule violations by team members, promoting a positive work environment, policy compliance, and timely resolution of performance issues.


Issuing Infractions

To issue a new infraction:

  1. Employee Preview:

    • Right-click or hold down on the team member's name to open their employee preview.
    • Locate the section for issuing infractions.
  2. Employee Profile:

    • Access the employee's profile from the staff list.
    • Click on the employee's name.
    • In the profile, find the "Infractions" tab to view history and issue new infractions.


Issuing a New Infraction

  1. Find the Infractions Option:

    • In the employee preview or profile, locate the option to issue a new infraction.
  2. Select the Appropriate Infraction:

    • Choose the relevant infraction type from the available options.
  3. Adjust Points Duration:

    • Modify the duration for which the infraction points will remain in effect, based on severity.
  4. Add Comments (Optional):

    • Provide additional details or comments for context if needed.
  5. Submit the Infraction:

    • Once all necessary information is filled out, submit the infraction to record it and track the team member's performance history.


Monitoring and Managing Infractions

  • Continuously monitor team members' infraction history to identify patterns and address recurring issues through training or counseling.


Learning Resources

  • Watch the demonstration provided in the original message to gain further understanding of issuing and managing infractions effectively.



The following is a transcript of the video generated by a computer. The wording may be different.

[00:01] Hey everyone, this is Kevin from OneClick. I'm going to show you what infractions are and what deals with accountability. So, I can go in and pick a team member, so in this case I'm going to pick Ezra. So, I can right click on him, and that's how I get to this preview, or if I'm on an iPad or on my computer here, I'm just holding down the left click or just holding down the button and it will come up here. You can see here he has 25 points, so he has all of the penalties. And so, I can click to make a new infraction form, and I can go through and click on whatever it is, I can type in the whatever infraction, and I can also change the expiration date of the points. In this case it's 90 days by default, and in the next video I'll show you how you can change that.

[00:50] I can also go to their profile, either by clicking on the team member here, or I can click on and then go in here. Anyway, basically you need to go to your infractions tab. You can see here how I already made one, but I can make a new one here, clicking, let's say he didn't complete his cleaning task, so I could say cleaning, oh my goodness. Cleaning task desserts, and then I can hit submit, now it has an extra point. As a director, I can go in and edit the event or delete it if it wasn't accurate. With the edit event, the idea behind that is right now we called him, he did a no call no show on 4-10, maybe he came in late. So, rather than having no call no show, I'm going to do this one, this attitude one, because I don't have one already for being late, and change that to did show up, but was 30 minutes late, and I can change that, or maybe he had a doctor's note, or you talked to him and he got into— Or they had a car accident and that's why he was late, so something out of his control.

[02:05] So, instead of being that way, we could talk about, “hey, he had a car accident, he was late” or had a note, or whatever the case is. So, we could leave it with that no call no show point wise, but instead I'm going to put this to no effect. So, as I do that, he's now back to 14, because that's how many points he has from before, but this one won't affect him because it happened today and it's not there. But you still have that history there, so you can see all of those notes, and so then if he then gets in a car accident the same time, kind of a thing for the next three days, you know it's just an excuse and you can't— You know, we'll give him those points instead, I can go through and edit and say, hey, instead, that's 90 days, you know, super points, and should be fired because of that. And you can go through and say, “hey, maybe we don't like that, we can delete it” and now he only has the 14, or whatever.

[03:09] But you do have that history of, “hey, he didn't complete his cleaning task here, he didn’t clean up bodily fluid, so it's negative two points, he did that a couple times, but he also called out, was late, and then also did he just didn't show up on January 11th”. And so, we have that there to kind of recognize that, to see that that might be a pattern, but can also see that that goes away tomorrow, because that's when it expires, and then won't have— Will only have two points instead of 14. So, if you do have any other questions about it, you can reach out to us, or you can use the reply to video button down below. The next videos in these playlists will go over notifications, as well as any of these settings that are here.