Glossary of Terms

Welcome to the Insite Glossary!
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Activity Center

A feature that lists To-Dos and Messages organized by date and time, with the most recent items at the top. 

Select the bell in the toolbar to open the Activity Center.

 

Attendance

A record of the days and hours that you worked, were absent, late, left early, etc., used to track and measure performance.

My Hours shows you the hours you have worked each day and the total hours you have worked for the current month.

Insite tracks attendance as a KPI for Associates each month.

 

Audit

An inspection for service quality or professionalism. Managers and Supervisors use Insite to do 3 types of audits:

  1. Quality Internal Audit
  2. Quality Joint Audit
  3. Professionalism Audit

Insite tracks Professionalism as a KPI for Associates and tracks Quality Audits as a KPI for Associates and teams each month. 

 

Clock In/Clock Out

A tool you will use to enter the time you start your work shift (Clock In) and end your work shift (Clock Out).

 

Complaints

Feedback received from a customer who is not satisfied with service quality or employee conduct.

Insite tracks Complaints as a KPI for Associates and teams each month.

 

Compliance

Following standard operating procedures and policies. 

 

Compliments

Positive feedback received from a customer about excellent service or conduct.

Insite tracks Compliments for teams each month.

 

Conduct

The way a person behaves. To meet your Conduct KPI, you must work and act according to policies and procedures.

Insite tracks Conduct as a KPI for Associates each month.

 

Contacts

A module that lists the contact information for people or groups who can answer questions and provide important information.

 

Corrective Action

To identify and remove the cause of a problem to prevent it from happening again.

 

Feature

An Insite tool you use to do a specific task.  The Activity Center is a feature that you use to view your To-Dos and Messages.

 

Glossary

An alphabetical list of terms and their definitions. Insite provides a glossary for 3 user groups:

  1. Associates
  2. Managers
  3. Customers

You're reading the Associate Glossary right now.

 

Good Catch

A Report It that describes a safety hazard.

 

Help Center

A module with 4 sections to help answer your questions about using Insite:

  1. Glossary
  2. How to Guides
  3. Starship Troopers
  4. What's New

 

Home

The screen that you first see when you log in to Insite that provides information you will use to do your job.

 

How To Guides

Step-by-Step training guides to help you use Insite to do specific tasks or jobs.

 

Key Performance Indicator (KPI)

A measurement that shows how well an employee or team is performing to meet a specific goal.

In My Profile, the Scorecard enables you to view your progress toward meeting your KPIs for the current month.

  1. Attendance
  2. Audits
  3. Conduct
  4. Complaints
  5. Professionalism
  6. Report Its
  7. Safety
  8. Training

 In Site KPIs, you can view your team's progress toward meeting the 4 Site KPIs for your team:

  1. Audits
  2. Complaints
  3. Surveys
  4. Team Safety

 

Knowledge Center

A module with a library of training courses to provide knowledge and teach skills you need to do your job well and be successful.

 

Log In

Starting your Insite session. To log in, select the Insite Associate app and enter your User ID and password. 

 

Log Out

Ending your Insite session. To log out, select Settings, and then select Log Out

 

Menu

An Insite tool used to select modules you use to do specific jobs. Modules include the following:

  1. My Profile
  2. Home
  3. My Hours
  4. My Team
  5. Site KPIs
  6. Knowledge Center
  7. Settings

Select the Menu button at the top left of the screen to view and select a module.

 

Messages

A feature that enables employees who do not have company email to receive important information from departments or groups. To view your messages, open the Activity Center.

 

Module

A component, or part, of Insite that you use to do a specific job.  For example, you use the My Hours module to check the number of hours that you have worked.  You select modules from the Insite menu.

 

My Hours

A module that shows a calendar with the number of hours you worked each day and the total number of hours you worked in a month. You can view your hours for the current month and past months.

 

My Job

In My Profile, the My Job feature provides a detailed description about your job, including its purpose, your training, tools, responsibilities and expectations.

 

My Profile

A module with 4 features providing detailed information about you and your job:

  1. Profile
  2. Scorecard
  3. Transcript
  4. My Job

 

 

My Team

A module that shows the profiles of the employees on your team.

 

Out-of-Scope

Work or tasks that are not included in our agreement with the customer.

 

Professionalism

The quality of your appearance, attitude, responsiveness, and organization. Our goal is to present a neat appearance, demonstrate a positive, helpful attitude, and keep supply closets and tools neat and orderly at all times during the work shift.

 

Professionalism Audit

An inspection that your supervisor performs at least once each month based on your appearance, attitude, responsiveness, and organization. Insite tracks Professionalism as a KPI for Associates each month.

In My Profile, the Scorecard feature enables you to view Professionalism Audit score.

 

Profile

In the My Profile module, the Profile feature is used to share personal information about you, such as photos, hobbies, travel, family, and pets.

 

Quality Internal Audit

A visual inspection of a building or area to measure service quality.  Managers and supervisors use Insite to perform Quality Internal Audits every day.

Insite tracks Internal Audit scores as a KPI for Associates and teams each month.

 

Quality Joint Audit

A visual inspection of a building or area to measure service quality. Manager schedules this audit monthly with a customer. The customer chooses the areas to audit, and the Manager and the customer audit and score the areas together.

Insite tracks Joint Audit scores as a KPI for Associates and teams each month.

 

Report Card

In My Profile, the Report Card is a chart that shows the history of your performance scores from last month to the first month your manager began tracking your performance. 

 

Report It

An Insite form used to enter information about a safety or maintenance issue that you observe in a work area. After you submit a Report It, your supervisor or manager will review it, and then accept or reject it.

Select New Report It in the toolbar to create a Report It.

Insite tracks accepted Report Its as a KPI for Associates each month.

 

Safety

Using best work practices and following safety rules and procedures to prevent injury to yourself or others.

Insite tracks Safety incidents as a KPI for Associates and teams each month. 

 

Scorecard

In the My Profile module, the Scorecard is a chart that shows your progress toward meeting KPIs for the current month.

 

Service Excellence Program (SEP)

A bonus program that enables you to earn rewards by meeting KPIs.

 

Settings

A module that enables you to enter or edit a phone number, select a language for Insite, and send a Trouble Ticket to the Insite Help team.

 

Site KPIs

A module that shows summary charts with the Site KPIs (team performance goals) and scores for your team.

  1. Audits
  2. Complaints
  3. Surveys
  4. Team Safety

 

Starship Troopers

A movie released in 1997 about zapping huge alien bugs.

In the Help Center, this feature enables you to view issues that we have been identified in Insite. 

 

Surveys

Online questionnaires that Managers send to customers monthly for feedback about service quality.

Insite tracks Survey scores as a KPI for teams each month.  You can view your team's score in Site KPIs.

 

To-Dos

Tasks that your supervisor or manager assigns to you to fix a service issue in a work area within a specific time. To view your To-Dos, open the Activity Center.

 

Toolbar

The row of controls at the top of the Insite screen that enables you to:

  1. Open the Menu to select a module.
  2. Start a new Report It.
  3. Select the site and program for your job.
  4. Open the Activity Center.

 

Training Course

A lesson that teaches knowledge or skills.  Training courses are available in the Knowledge Center.  You must complete all assigned training courses by their due dates.

Insite tracks completing assigned courses on time as a KPI for Associates each month.

 

Transcript

The list of training courses that were assigned to you or that you selected as self-initiated (self-started). Assigned courses show their due dates, and both types show completion status.

You can view your Transcript in My Profile and in Knowledge Center.

 

What's New

In the Help Center, this feature provides the Release Notes for the latest version of Insite.

Activity Center

A feature that lists To-Dos and Messages organized by date and time, with the most recent items at the top. 

Select the bell in the toolbar to open the Activity Center.

 

Attendance

In the Personnel module, the Attendance feature enables you to create and track Attendance occurrences, when an employee is absent, tardy, sick, on vacation or misses scheduled work time for other reasons or for no known reason.

Insite tracks Attendance as a KPI for Associates each month.

 

Audit

An inspection for service quality or professionalism. Insite supports three (3) audit types:

  • Quality Internal Audit
  • Quality Joint Audit
  • Professionalism Audit

See Professionalism Audit, Quality Audits

 

Billing

In the Financials module, the Billing feature enables you to select a date range and view billing amount by monthly trend (without sales tax), by program, and by site monthly.   

 

Clock In/Clock Out

A feature used to record the start and end of the work shift for tracking attendance of non-exempt employees.

 

Complaints

Feedback received from a customer who is not satisfied with service quality or employee conduct.

In the Quality Module, the Complaints feature enables you to create new Complaints and track them to resolution, view recent Complaints and view Complaint trends by type and location.

Insite tracks complaints as a KPI for Associates and teams each month.

 

Compliance

Following standard operating procedures and policies.

 

Compliments

Positive feedback received from a customer about excellent service or conduct.

In the Quality module, the Compliments feature enables you to create new Compliments, view recent Compliments and review Compliments trends for your team. 

 

Conduct

Good conduct encompasses working and acting according to policies and procedures. 

In the Personnel module, the Conduct feature enables you to record verbal, written and final warnings to track the disciplinary process for employees.

Insite tracks misconduct as a KPI for Associates each month. 

 

Contacts

A feature that lists the contact information for people or groups who can answer questions and provide important information. Associates can send an email or directly call a Help Desk or Hotline.

 

Corrective Action

To identify and remove the cause of a problem to prevent it from happening again.

 

Course Admin

(To be added) In the Site Settings module, the Course Admin feature enables you to assign Knowledge Center courses to their employees.

 

Feature

An Insite tool used to do a specific task.  The Activity Center is a feature used to view To-Dos and Messages.

 

Financials

A module that enables you to view financial information for your site with 5 features:

  • Billing
  • Supplies
  • Hours
  • Invoices
  • Past Due

 

Glossary

 An alphabetical list of Insite terms and their definitions. You're reading it right now.

 

Good Catch

A Report It that describes a safety hazard. When you approve Report Its, you will select Good Catch as a classification, if applicable.

 

Help Center

A module with 4 features to provide support for Insite users:

  1. Glossary
  2. How to Guides
  3. Starship Troopers 
  4. What's New 

 

Home

The page that you first see when you log in to Insite that provides a dashboard to view information necessary to manage your site and team.

 

Hours

In the Financials module, the Hours feature shows total employee hours worked by month, day or 6 month trend as Regular or Straight time.

 

How To Guides

Step-by-Step training guides to help you use Insite to perform specific functions.

 

Invoices

In the Financials module, the Invoices feature shows invoices with details and status.

 

Key Performance Indicator (KPI)

A measurement that shows how well an employee or team is performing to meet a specific goal.

Insite tracks 8 Associate KPIs:

  1. Attendance
  2. Audits
  3. Conduct
  4. Complaints
  5. Professionalism
  6. Report Its
  7. Safety
  8. Training

And 4 Site KPIs:

  1. Audits
  2. Complaints
  3. Safety
  4. Surveys

 

 

Knowledge Center

A module that contains a library of training courses, organized by subject or functional group with access to an employee's transcript.

 

KPI Builder

In the Site Settings module, the KPI Builder enables you to establish KPI target goals at a site.

 

Menu

The feature used to select modules for performing specific job functions. Use the Menu button at the top left of the toolbar to access the menu.

 

Message Builder

In the Site Settings module, the Message Builder feature enables you to to create messages sent to employees. 

 

Messages

A feature that enables employees who do not have company email to receive important information from departments or groups. Associates use the Activity Center to view messages.

 

Messages Received

In the Site Settings module, the Messages Received feature enables you to view Message statistics to track communication.

 

Module

An Insite component used to perform specific work functions. Modules available to an Insite user differ, depending on the user's role. Use the Menu button in the toolbar to access modules.

 

My Hours

A module that shows the hours an employee worked each day and the total hours worked in a month. Associates can view hours for the current month and past months.

 

My Job

In the My Profile module, the My Job feature provides a detailed description about an employee's job, including its purpose, requirements, responsibilities, processes, KPIs, equipment, and required training.

 

My Profile

A module that provides detailed information about an employee's background, interests, performance, training, and job details. My Profile is comprised of 4 features:

  1. Profile
  2. Scorecard
  3. Transcript
  4. My Job

 

My Team

An module that enables an employee to access to the profiles of the other members on the team for team-building.

 

Out-of-Scope

Work or tasks that are not included in the contractual agreement with a customer.

 

Past Due

In the Financials module, the Past Due feature shows current and past due invoice amounts by month.

 

Personnel

A module with a chart view of current progress toward Associate and team KPIs for the month and access to employee management functions.

Personnel includes the following features:

  • Team Stats
  • SEP Scorecard
  • Attendance Occurrences
  • Conduct Incidents
  • Safety Incidents

 

Position Profile Builder

In the Site Settings module, the Position Profile Builder feature enables you to enter the information about an employee's job, including requirements, responsibilities, processes, KPIs, equipment, and required training.

 

Position Purpose Builder

In the Site Settings module, the Position Purpose Builder feature enables you to enter a description of a job's purpose for an employee.

 

Professionalism

The quality of an Associate's appearance, attitude, responsiveness, and organization. 

Managers and Supervisors perform at least one Professionalism Audit monthly for each Associate.

In the Personnel module, the Professionalism feature enables you to create a Professionalism Audit. Select Create Entry

Insite tracks Professionalism as a KPI for Associates each month.

 

Profile

A feature that enables an employee to share personal information, such as photos, hobbies, travel, family, and pets.

 

Quality 

A module that enables you to manage task assignment and tracking, service quality auditing, and service issue resolution.  Quality includes the following features:

  • Audits
  • Complaints
  • Compliments
  • Surveys
  • To-Dos
  • Work Orders
  • Report Its 

 

Quality Audits

Visual inspections of buildings or areas to measure service quality. 

Managers and Supervisors use Insite to perform Quality Internal Audits every day.

Managers schedule Quality Joint Audits monthly with a customer. The Customer chooses the areas to audit and they audit and score the areas together.

The Audits feature on your mobile device enables you to run audits for your Site areas. You can attach photos and assign To-Dos as you score each area for the Audit. 

In the Quality module, the Audits feature enables you to run Audits, view recent Audits and view Audit score trends by type and location.

Insite tracks Audit scores as a KPI for Associates and teams each month.

 

Report Its

Reports submitted by Associates about safety or maintenance issues observed in a work area. Managers and Supervisors review submitted Report Its and accept or reject them.

In the Quality module, the Report It feature enables you to create new Report-Its, review recent Report Its, view Report-It status, completion percentage, monthly completion trends, and completion status by employee.

To review a submitted Report It for approval, open the Report It page, and select View in a recent Report It. 

Insite tracks accepted Report Its as a KPI for Associates and teams each month.

 

Report Card

In the Personnel module, the Report Card feature shows an employee's historical performance scores from last month to the first month the site began using the Report Card.

 

Safety

Using best work practices and following safety policies and procedures to prevent injury to yourself or others. 

The Safety module provides forms you will use to create, edit, and submit Injury reports.

Insite tracks Safety incidents as a KPI for Associates and teams each month. 

 

Scorecard

In the Personnel module, the Team Stats Scorecard feature shows current progress toward meeting Associate and Team KPIs for the current month. 

See also Service Excellence Program (SEP) Scorecard.

 

SEP Bonus Config

In the Site Settings module, the SEP Bonus Config feature enables you to set up SEP Bonus amounts for your site. 

 

Service Excellence Program (SEP)

A bonus program that enables Associates to earn monetary bonuses or rewards by meeting KPIs.

 

Service Excellence Program (SEP) Scorecard

In the Personnel module, the SEP Scorecard feature provides a chart that shows current progress toward meeting Associate and Team KPIs with Bonus status and access to employees' scorecards. 

 

Settings

An Associate module that enables the user to enter or edit a phone number, select a language for Insite, and send a Trouble Ticket to the Insite Help team.

 

Site KPIs

An Associate module with charts that show progress toward meeting Team KPIs and scores.

 

Site Picker

A feature that enables you to view or edit the Client/Customer, Site, and Program for your Insite session.

 

Site Settings

A module that enables you to configure features for your site and team management. Site Settings includes the following features:

  • SEP Bonus Config
  • Message Builder
  • Messages Received
  • KPI Builder

 

Starship Troopers

A movie released in 1997 about zapping huge alien bugs.

In the Help Center module, this feature enables you to view issues that we have identified in Insite and we are working to resolve. 

 

Supplies

In the Financial module, the Supplies feature enables you to select a date range and view your site's Spend Reporting trend by product, percentage spent per product, Billable vs. Non-Billable, and Green vs. Non-Green. 

The Details tab provides information about each product purchased as a list that you can filter by category.

 

Surveys

Service quality questionnaires that you send to Customers monthly to provide actionable feedback, enabling you to address concerns and employ continuous improvement.

In the Quality module, the Survey feature enables you to create new surveys, view recent surveys, and view Survey trends by site and program.

Insite tracks Survey scores as a team KPI each month.

 

Team Stats

In the Personnel module, the Team Stats feature enables you to manage your team's performance productively and efficiently, using an interactive table that shows your employees' current or historical performance scores.

 

To-Dos

Tasks assigned to employees to fix a service issue in a work area within a specific time frame.

In the Quality module, the To-Dos feature enables you to create new To-Dos, view recent To-Dos, view To-Do status, completion percentage, monthly completion trends, and completion status by employee.

 

Transcript

In the Knowledge Center module, the Transcript feature provides the list of training courses that were assigned to an employee or self-initiated. Assigned courses show their due dates, and both types show completion status.

Employees can also access the Transcript feature in the My Profile module.

 

 

Work Orders

Tasks assigned to employees for work requested by the customer that is outside of day-to-day job duties.

In the Quality module, the Work Order feature enables you to create and track new work orders, view recent work orders, and view Work Order completion trends monthly, and view work order trends by building, program, and employee.