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Daylight Savings Time - Impact to Genesys Cloud Workplans and Schedules

  • 1.  Daylight Savings Time - Impact to Genesys Cloud Workplans and Schedules

    Posted 10-24-2024 09:45

    Hi everyone,

    I have a question regarding the upcoming end of Daylight Savings Time on November 3rd. Our contact center operates in New York, California, and Phoenix.

    1. Time Change Adjustments: Does Genesys automatically adjust the workplans and schedules to account for the time change in New York and California?
    2. Phoenix Location: Since Phoenix does not observe Daylight Savings Time, will Genesys ensure that their schedules remain unaffected?

    Thanks in advance for your assistance!


    #WorkforceManagement

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    Edward Rupp
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  • 2.  RE: Daylight Savings Time - Impact to Genesys Cloud Workplans and Schedules

    GENESYS
    Posted 10-25-2024 05:15

    Hi Edward, 

    unfortunately, this is not a straightforward yes or no answer.

    Yes 

    Genesys Cloud WFM adjusts for daylight savings, accommodating the changes when scheduling and ensuring that the work plans reflect the correct times. However, this is based on the Business Unit Time zone which can result in some manual updates if the employee's time zone respects different daylight savings to the Business unit.

    Using the information that you provided and assuming the Business Unit is set to New York time:

    • New York Shifts would change as expected
    • California shifts would change 3 hours early (not a real problem if your operating hours don't cover the 23:00 - 02:00 period)
    • Phoenix would require manual adjustment.
      • one way to help with this adjustment might be to have 2 versions of the Phoenix work plans and use the new Work Plan Override/Effective dates feature to swap the Phoenix employees between the 2 offsets.
      • If the schedule has already been generated and published you could change the work plan configurations for the Phoenix employees and run a reschedule. This would pick up the change of shift times and apply them to the schedule, where possible.
        • Any manually edited shifts (added activities, adjusted start/end times or durations) may still require manual adjustment.

    I hope this helps, there is alos an idea in the Ideas Lab for addressing this which is currently in the design phase:

    Better Multiple Time Zone Handling

    Please take a look adding your vote and use case to help with the design conversations and follow for progress updates.

     

    Paul

     



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    Paul Wood
    Product Manager for Genesys Cloud Workforce Management
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    Original Message


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