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.
------------------------------
Jay Langsford
Senior Director, Workforce Optimization Engineering
------------------------------
Original Message:
Sent: 07-01-2020 10:28
From: Lisa Cummings
Subject: Business Unit Time Zone
Chip,
What we found was that the manager creating the schedules was in the Eastern Time zone and created the schedules based on that information. The BU was in Central Time. When we created the schedules we found that the schedules had agents starting at 9 am based on the BU Time Zone vs. the correct time of 8 am. Since that was the time zone that was out of sync we thought it would be the easiest fix to change at that level.
I totally understand your point on the forecast and other impacts.
Thanks for the confirmation.
------------------------------
Lisa Cummings
AdaptHealth LLC
Original Message:
Sent: 07-01-2020 09:53
From: Chip Funk
Subject: Business Unit Time Zone
HI Lisa,
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.
------------------------------
Chip Funk
Manager, Business Consulting
Genesys - Employees
Original Message:
Sent: 07-01-2020 09:29
From: Lisa Cummings
Subject: Business Unit Time Zone
Yes we finally came to that conclusion. In reading I see that it defaults to the region that the user is in and seems like a simple mistake that can cause quite a bit of rework. Do you know the reason behind it?
------------------------------
Lisa Cummings
AdaptHealth LLC
Original Message:
Sent: 07-01-2020 09:24
From: Chip Funk
Subject: Business Unit Time Zone
Hi Lisa,
When creating a BU once you have saved, the timezone field is no longer editable.
------------------------------
Chip Funk
Manager, Business Consulting
Genesys - Employees
Original Message:
Sent: 06-30-2020 12:11
From: Lisa Cummings
Subject: Business Unit Time Zone
Once a business unit time zone is selected and saved can it be changed?
#AskMeAnything(AMA)
#WorkforceManagement
------------------------------
Lisa Cummings
AdaptHealth LLC
------------------------------