This guide describes all the essential tasks that Hub Managers (HM), Shift Leads (SL) and Ops Associate Plus (OA+) need to perform to manage internal and external employee accounts in the WF tab in Hub Portal.
This guide is important, so you can manage employee accounts in the most efficient way possible. Here, you will find the processes on how to create external employee accounts, unblock accounts, edit contact details, and perform other key actions.
Instructions
Internal employees
Setting a Rider as Temporarily offline
Log in to the Hub Portal using your credentials.
Navigate to the WF dashboard.
In the top-right search bar, look up the employee by their:
Employee ID
Email
Phone number.
Select the employee to open their Employee file.
In the top-right corner, click the Actions dropdown and select Set temporarily offline.
Choose the primary reason for setting the Rider offline from the list:
Hub Support - Restocking
Hub Support - Inbounding
Hub Support - Picking
Note:
Employee onboarding.
Large customer order delivery support: if the order is too large or heavy for a single Rider.
Customer order re-delivery.
Extra break: for short breaks, such as a bathroom break. This does not include the mandatory 30 minute break for long shifts, during which the employees must punch out.
Accident.
Equipment problem: for example, no bikes or batteries available.
Select Set temporarily offline.
The Rider's status will automatically change to Temporarily Offline.
Note:
Both the Order dashboard and the Employee file will show that the employee is temporarily offline along with the reason.
If you need to set the Rider back to online, read the dropdown below.
Setting a Rider back to Online (available)
Log in to the Hub Portal using your credentials.
Navigate to the WF dashboard.
In the top-right search bar, look up the employee by their:
Employee ID
Email
Phone number.
Select the employee to open their Employee file.
In the top-right corner, click the Actions dropdown and select Set online.
The Rider's status will return to Online (available).
Unblocking employee accounts
Log in to the Hub Portal using your credentials.
Navigate to the WF dashboard.
In the top-right search bar, look up the employee by their:
Employee ID
Email
Phone number.
Confirm the employee is blocked by checking their status in the Employee file. If blocked, a red box with Blocked will be visible next to their name.
In the top-right corner, select Actions > Unblock.
Select Yes to confirm.
The Blocked status next to employee's name will disappear.
Important:
Only block employees in emergency cases, such as significant issues that require preventing them from working. Do not block an employee in the following scenarios:
The Rider is supporting at the hub. Instead, set the Rider's status to Temporarily offline.
The Rider needs to finish their shift. In this case, the Rider should punch-out.
Editing an employee's email and phone number
Log in to the Hub Portal using your credentials.
Navigate to the WF dashboard.
In the top-right search bar, look up the employee by their:
Employee ID
Email
Phone number.
Select the employee to open their Employee file.
Go to the Account settings tab.
Make the necessary changes to the employee’s email or phone number.
Select Save.
Sending a password-reset link to the employee's email
Log in to the Hub Portal using your credentials.
Navigate to the WF dashboard.
In the top-right search bar, look up the employee by their:
Employee ID
Email
Phone number.
Select the employee to open their Employee file.
Go to the Account settings tab.
Confirm that the employee’s registered email under Personal Data is correct. Modify if needed.
Under Password settings, select Reset password.
An automatic password reset link will be sent to the employee’s email. Please ask the employee to make sure that they new password is complex enough (8+ symbols, contains capital and lowercase letters, numbers and symbols) and is also different from the previous password.
If this fails, proceed to generate a one-time password (OTP). Read more about this in the next dropdown.
Generating a one-time password (OTP)
If the employees don't receive a password-reset link, you can create a one-time password, so they access their accounts. To do so:
Log in to the Hub Portal using your credentials.
Navigate to the WF dashboard.
In the top-right search bar, look up the employee by their:
Employee ID
Email
Phone number.
Select the employee to open their Employee file.
Go to the Account settings tab.
Under Password settings, select Generate password, then confirm in the pop-up.
Provide the generated one-time password to the employee. If the OTP is not accepted by the app, check if the email is also is correct (the same as the employee email that is registered on WF dashboard) and the OTP was entered correctly, pay attention to the letters that can be confused with other letters and numbers (like the letter O and zero, capital i and lowercase L). In case of doubts you can re-generate the one-time password until you can enter it without typos.
After logging in successfully with the OTP, the employee must change their password. Please ask the employee to make sure that they new password is complex enough (8+ symbols, contains capital and lowercase letters, numbers and symbols) and is also different from the previous password.
External employees (YoungOnes)
Assigning shifts to external employees
External employees with a badge number (also known as employee number) must have a shift created and assigned to them on Quinyx, same way as internal employees. Shifts normally are assigned to external riders automatically after they accepted a gig in YoungOnes, corresponding Quinyx and WF accounts are also created automatically.
If the external rider has a shift and know their Employee number, they can punch in using Flink Webpunch. After that, the employee will go Online (for rider shifts) and/or will be able to use HubOne.
If the Employee number is not known or there is no shift, please follow these steps:
Check if the external shift exists and it is assigned to the external employee in Quinyx. If the search in filters section doesn't allow to select the employee - also check the schedule visually, sometimes the rider is not shared (so can't be searched), but the shift is assigned already. For sharing the external rider you can use "Share external rider" workflow in #tech_hub_service-nl Slack channel.
If the shift is not found or you need to do some last-minute scheduling for the rider, search for the rider account in the WF section of Hub portal. You can search by email, phone, rider's name, or badge number if it is known. Look for the account with Employee number starting with 8. If the account is found in WF, the corresponding account in Quinyx will exist too and can be scheduled. You can search on the People tab in Quinyx by that Employee number, if the external employee was not found - use "Share external rider" workflow in #tech_hub_service-nl Slack channel
Ask the Rider to check if they have a badge number in the Workforce app under My account > General information > Employee number.
Badge number present (and it is external, starting with 8):
No badge number present or internal badge number for rider who booked external shift: rider might be logged in with a wrong account. Try to find the correct one using the rider's email and phone number in the WF section of Hub portal.
If the external employee is assigned to another hub (visible in the Workforce app under Personal information > Hub), they will be changed automatically to the current one after punching in.
Creating external employee accounts (only for emergency cases that can't be resolved another way)
Make sure to thoroughly search for the proper external rider account with Employee number assigned that can be scheduled and can punch in. Confirm the external employee isn't already in the system with the same email or phone number (to avoid duplicate entries). Contact #tech_hub_service-nl if you need assistance.
Log in to the Hub Portal using your credentials (creating external riders is available only for HM accounts).
Navigate to the WF dashboard.
In the top-right corner of the All employees table, select Create external rider.
Enter the Rider's details (such as name, email, phone number).
Select Create external rider.
If you are getting message that email or phone number already exists in the system, but you were not able to find it yourself - contact TechOps via #tech_hub_service-nl to remove conflicting information so you can create a new account.
Changing the external employee's hub
Important:
Manual hub changes are only for external employees without Employee number (including emergency rider accounts) and can't be done for internal employees or for externals with Employee number, they are changing hub automatically on punch-in.
Log in to the Hub Portal using your credentials.
Navigate to the WF dashboard.
In the top-right search bar, look up the employee by their:
Employee ID
Email
Phone number.
Select the employee to open their Employee file.
Go to the Account settings tab.
Under Personal data > Hub, update the employee's current hub.
Select Save.
Support
All the actions above can be performed by SL, HM (AM, CM), and OA+ accounts. If you need to be assigned a different role, contact TechOps via #tech_hub_service-nl.
For any issues related to duplicate employee details (such as emails or phone numbers already in the system), contact TechOps via #tech_hub_service-nl before creating a different account or editing the existing one if there are doubts.
For issues with missing accounts for external riders that you can't resolve yourself contact TechOps via #tech_hub_service-nl. Make sure to follow the steps on the "Assigning shifts to external employees" section above for searching and sharing the account first.
References
Need a visual explanation? No problem. Here's a visual guide of all these actions.
Read more about the Hub Portal here