About time zones

All WFM users are assigned a display time zone by the administrator. The default setting is the time zone set for your organization (the default time zone). For a contact center with all locations in that same time zone, the default time zone is likely used for all WFM users. However, if the contact center has locations in multiple time zones, users located in time zones other than the default time zone can be assigned a user-specific display time zone so they see their schedules in local time.

EXAMPLE   Your organization’s default time zone is set as the Central Time zone, which includes Chicago. Agent A is in Chicago, so his display time zone is the default time zone. However, Agent B is in Los Angeles, so her display time zone is set to the Pacific Time zone, and Agent C is in New York City, so his display time zone is set to the Eastern Time zone. All three agents see their schedules in their local time zone.

It is possible for users to see their schedules in a time zone that is different than the one where they are actually located. What is seen depends on how the administrator has configured their display time zones. As a result, the times shown in the My Schedule application and widget do not necessarily match the local time shown on their computers.

Users with permission to edit schedules also see their schedules and the schedules of the agents on their teams in the display time zone assigned to their user account. For example, if a supervisor located in the Central Time zone views the schedule of an agent located in the Pacific Time zone, that agent’s schedule is shown in Central Time because that is the supervisor’s display time zone.

Users with permission to edit schedules can control which time zone is shown in My Schedule by changing it in the time zone drop-down list. For example, a supervisor might want to see an agent’s schedule as the agent sees it, especially if that agent is located far away from the supervisor and the time difference is more than a few hours. In that case, the supervisor selects the agent’s local time zone from the time zone drop-down list.

NOTE   The time zone shown in the Select Time Zone drop-down list is not the display time zone assigned to the user whose schedule is displayed in My Schedule. It only reflects the time zone chosen by users with permission to edit schedules to view an agent’s schedule. The only way you can know what is a user’s display time zone is to look up the display time zone set on the user’s Users record.