| Support Category: Performance | Performance Management Inquiry |
| Specialist Notes: |
Should users report not seeing their goals while completing their Performance Review, please follow the steps below to assist them:
IMPORTANT! |
ACTION | VERBIAGE/SR |
| STEP 1: Provide the following verbiage to the user | Kindly note that only approved and acknowledged goals appear in your Performance Review. This suggests that the missing goal may not have been approved or fully completed/acknowledged during the goal-setting process. Could you please confirm whether I have permission to temporarily proxy into your account so I can look into this and further advise? |
| STEP 2: Proxy into the user's account and check if they have a goal-related task that needs completion or acknowledgment. If a task is found, provide the following verbiage: | Thank you for your patience while I looked into this. I was able to verify that you still have a goal-related task that has not been completed. Please navigate to your Action page to locate it and proceed with submitting or acknowledging your goal. Once completed and approved by your manager, the goal will appear in your Performance Review. |
| STEP 3: If no goal-related task is found in the user's account, proxy into the user's manager's account to check for any pending approval tasks for the user's goal. If a task is found, provide the following verbiage: | Thank you for your patience while I looked into this. I was able to verify that your goal is currently pending approval from your manager. We recommend reaching out to your manager to request approval. Once approved, the goal will appear in your Performance Review. |
| STEP 4: If no approval task is found in the manager's account, the tasks have most likely expired. Provide the following verbiage to the user: | Thank you for your patience while I looked into this. I checked both your account and your manager’s account and was unable to locate any Goal related pending tasks, which indicates they may have expired. For further assistance, please reach out to your HR representative. |
| Standard Response: |
