A place to ask questions, connect with others, and stay in the know
I don't actually know the reason, but my assumption is that allowing that field to be edited once you are using the tool will likely result in some disruption or inaccuracy in the existing forecasts and schedules.
As a reminder to those that may be following this thread, for Operations (and therefore schedules) that span timezones, users i,e, agents, WFM admins, Sups, etc. will see the information in their local timezone regardless of the BU setting.
https://help.mypurecloud.com/articles/add-a-business-unit/ has the following two notes:
Note: After you create the business unit, you cannot change the start day of the week or the time zone. If you need to modify a business unit for these parameters, create a new business unit and configure it to match the previous one.
Note: The default time zone is the current location's time zone.The reason we do not allow a change here is because of forecasts and schedules that were created based on a specific time zone and/or start date. Allowing a change to either could result in a wide range of ramifications. Just for time zone it could be, in the most extreme case, a change of 26-hours; for start day of week it could be 7 days.
I will put an enhancement request in our backlog to add some informational text on the BU create dialog noting that these two fields cannot be changed after creation to at least give the end-user a pause.
You can see another thread along with my two replies regarding work plan start times accounting for time zone differences between agent(s) and business unit here.
Thanks for the additional information. This is most helpful.
Sent from Mail for Windows 10
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.