How to: manage and track scheduled recognition in Reward Manager

Once you have set up one or more scheduled awards in Reward Manager (How to: schedule awards for birthdays, work anniversaries and custom events), you can go back at any time to edit their settings, deactivate them when you no longer need them, and keep track of the awards that have been sent. Read on to find out how. 

Step 1: Find your scheduled recognition program on Reward Manager

Watch the screenflow or follow the steps below to access your admin portal, Reward Manager, and find your scheduled recognition program.

1. Log in to Reward Manager through the link on the Account slideout on your engagement platform
   
   
   
   
2. Select Reward and Recognition on the left hand side menu
3. Select the Administer option. 
4. You will reach a page where your scheduled recognition program will be listed. Select View Programme to access your scheduled awards
5. If you have set up scheduled awards before, you will see both the option to create a new award, and a list of all your existing awards.

Step 2: Managing your scheduled awards

Once you have at least one scheduled award, you will be able to:

• Activate or Deactivate a scheduled award
• Deactivated awards will not be sent to employees. This can help you with:
  • Setting up your awards in advance and only launching them when you are ready
  • Pausing a scheduled recognition program if you need awards to be on hold for a period of time
• Activated awards will be sent to employees on the relevant dates, based on whether you are recognizing birthdays, work anniversaries, or custom events.
  
• Edit a scheduled award
• This option allows you to change any part of the award configuration, or delete your scheduled award.
• If you edit a scheduled award you have already configured, the changes will affect all awards due to go out on future dates. Awards that have already been sent will remain unchanged.
• If you delete a scheduled award, the change is effective immediately. No one will receive this award going forward (unless you set it up again at a later stage). Awards that have already been sent will remain unchanged.
  
• Access a list of scheduled awards that have already been sent or queued, through the View History link. You can learn about this in the next section.

Step 3: Tracking the history of sent awards

The system carries out daily checks for scheduled awards, so that any awards that are due to be sent on each day can be delivered to recipients between 7am and 9am in their timezone (the timezone is logged in their account on the platform). Users who have not yet registered to the platform yet will receive the awards at the correct time in the program's timezone (e.g. UK time for a UK program).

When the system detects it’s time to send one or more awards (i.e. it’s the correct date for one or  more recipients and it’s the right time in their timezones), these awards are linked to the recipients’ accounts and logged in the History section of the scheduled recognition programme. 

Awards in the History section are grouped into batches. Batches include all awards of the same type that are sent out at the same time. 

You may notice that multiple batches can be created for the same type of award within the same day; this is to make sure all intended recipients are awarded between 7am and 9am in their timezone.

Award batches can have one of two statuses:

• Dispatched - the awards in the batch have been delivered to recipients
• Not Invoiced - the awards in the batch have been queued, as the programme budget did not have sufficient funds to send them at the relevant time
• If you would like to resend a Not Invoiced batch, you will be able to do so manually, from the Award History page, once sufficient funds are added to the programme budget. Make sure you add sufficient funds to cover future scheduled awards, too.
• This means that the system will not automatically resend awards that were queued due to lack of sufficient funds, once the budget is topped up.

You can open each batch to see the individual awards included in it. 

Awards within a batch can have one of two statuses:

• Confirmed - the awards in the batch have been delivered to recipients
• Hold - the awards in the batch have been queued, as the programme budget did not have sufficient funds to send them at the relevant time

If you realise an award in the batch has been sent by mistake (e.g. because the date of birth on the employee’s account is incorrect or because the employee should not have been included in the recipient segment), you can cancel it. The award and its monetary value will no longer be available to the employee as a result. 

To reduce the risk of awards being sent to incorrect recipients or at the wrong time, make sure your award configuration and the employee data you supply through your member eligibility files are accurate. If you are unsure how to correct inaccurate information in employee accounts, contact your Client Success Manager or the Client Support Team.

Step 4: Tracking sent awards through SmartInsights reports

Awards sent through the Scheduled Recognition program will be logged on the reports described in this article (Tracking awards issued with SmartInsights reports). 

Where a report allows filtering by recognition program, the Scheduled Recognition program will be available as an option.