About time zones

There are four types of time zones used in Calabrio ONE: the default time zone, the display time zone, the scheduling time zone, and the service queue time zone. These different types of time zones help avoid confusion when creating and viewing agent schedules for agents located in different time zones around the world.

NOTE   These time zones primarily affect WFM. In QM, recordings are time stamped at the capture source (for example, the Record Server or the PC with Smart Desktop). This can be different than where the agent being recorded is located.

Default time zone

The default time zone is usually the time zone where your organization’s main office is located. It is configured on the Global Settings page (Application Management > Administration > Global Settings). This time zone is used to time stamp system events, logs, and captured data such as agent statistics.

Display time zone

The display time zone is a user’s local time zone, and is used for information viewed by the individual user on pages such as My Schedule, Agent Schedules, and Messaging. It is configured on the Users page (Application Management > User Configuration > Users) for each individual user.

If the display time zone is not configured, then the default time zone is used in its place. If users are located in the default time zone, then configuring a display time zone per user might not be necessary.

Scheduling time zone

The scheduling time zone is used for scheduling agents. When each agent is assigned a scheduling time zone, time zone-neutral work shifts can be configured. That means that if you set up a work shift that starts at 8:00 AM and ends at 5:00 PM and then you assign that work shift to agents in two different time zones, the work shift starts at 8:00 AM in each agent’s local time zone.

The scheduling time zone also eliminates possible confusion with when daylight saving time is applied in different time zones, and enables copying and editing schedules without the need for manually calculating time zone differences.

Service queue time zone

The service queue time zone is used to interpret the opening and closing hours of a service queue. By default this time zone is the same as your organization’s default time zone, unless a different time zone for a specific service queue is configured on the Service Queues page (Application Management > Service Queues > Service Queues).

Time zones and agent schedules

By default, the Agent Schedules page displays schedules in the logged-in user’s display time zone, midnight to midnight for the selected week. You can change the time zone to any other time zone by selecting a new one from the Time Zone drop-down list.

BEST PRACTICE   If you want to view schedules in another time zone, change the time zone before editing the schedule because changing the time zone triggers a new session.

NOTE    Adherence is shown to agents in their selected time zones, but the adherence calculations continue to be done from midnight to midnight in the default customer time zone. This helps ensure that you see the same data across all agents and have the same adherence scores for a day in the customer time zone.