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  • 1.  Best Practices for Managing Agents in Different Time Zones

    Posted 29 days ago

    Looking for some advice on best practises for managing agents in differnet time zones when it comes to scheduling within WFM. It looks like the only place where you specify a time zone is in the Business Unit, so does that mean you should separate agents by time zone into different Business Units? What happens if agents in one timezone share the same queues as agents in another timezone? 


    #ScheduleGeneration
    #ScheduleManagement
    #WFMConfiguration,BestPractices

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    James Foster
    Technical Consultant
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  • 2.  RE: Best Practices for Managing Agents in Different Time Zones

    Posted 28 days ago
    Edited by Jay Langsford 28 days ago
    You should not split shared load/resources across Business Units.
    Agents can be in different time zones than the Business Unit. When you create a work plan for an agent in a different time zone you just need to determine what that means for start times and such.
    Where there are needs for manual adjustments is when the Business Unit is associated with a time zone that differs with a subset of the agents' time zones where their daylight saving time rules differ. E.g., one time zone honors DST and the other doesn't or their DST biases differ (i.e., how much the time moves forward/back at transitions) or the date of DST transitions differ.
    https://genesyscloud.ideas.aha.io/ideas/WEM-I-335 is around supporting the more complicated cases.



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    Jay Langsford
    VP, R&D
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    Original Message


  • 3.  RE: Best Practices for Managing Agents in Different Time Zones

    Posted 23 days ago

    Hello James,

    You'll want to schedule based on the Business Unit's time zone. Agents will automatically see their schedules converted to their local time zone in their view.

    For example, if your Business Unit is set to Eastern Time (ET) with business hours of 6 a.m. – 9 p.m., an agent in California (Pacific Time) who works until business close would have a work plan built as 12:30 p.m. – 9:00 p.m. ET, which will display to them as 9:30 a.m. – 6:00 p.m. PT.

    Keep all agents who share work within the same Business Unit. If you'd like an easy way to filter or manage agents by time zone, you can create time zone–specific Management Units, Work Teams, or Staffing Groups. You can also adjust the schedule view to display different time zones when you want to visualize schedules from the agents' perspectives.

    The key is to align your scheduling strategy to the Business Unit's time zone.




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    Amber Sutherland
    Sr. Principal PS Consultant
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    Original Message


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