We have multiple time zones (NAM (PST, CST, EST), EMEA (CEST), APAC (SGT) and JP (JST) all in one scheduling unit. Daylight Saving Time in CEST starts and ends the week before Daylight Savings Time in NAM, the scheduling unit is set up in PST. Currently the schedules in CEST are an hour off until the time changes in NAM and we must manually adjust the time on each of the shifts prior to generating and then move them back for the time change in NAM.
Is this normal behavior and is caused by having the different Time Zones in one SU?
Per the help guide:
Home |
Interaction Optimizer |
Configuration | Scheduling Units
It states: Agents who handle the same set of interactions should be in the same scheduling unit.
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Brad Goff
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