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  • 1.  How is you company handling Time Zones for Work@Home Agents

    Posted 10-12-2023 09:49
    No replies, thread closed.

    In our current WFM version, we have to place agents in a Site. Site are specific to a certain time zone. Schedules are created at the site level. We are seeing issues with a few features we rollout:

    1. Schedule Alerts and Notification pop ups using the WDE application is alerting agents in the wrong time zone for the Agents that report to a site but is located in another State that carries a different time zone.
    2. Schedules being imported to our Payroll system is reflecting in the time zone for the site and not the agents actual time zone.

    Would like to understand how other companies with Work@Home agents are working around time zones in the WFM versions being used.


    #Workforce Engagement Management
    #Workforce Management

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    Daisha Devonish-Whiteside
    Walgreens Co.
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  • 2.  RE: How is you company handling Time Zones for Work@Home Agents

    Posted 10-14-2023 09:11
    No replies, thread closed.

    I noticed the WDE reference. So, is this Engage WFM?



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    Jay Langsford
    VP, R&D
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  • 3.  RE: How is you company handling Time Zones for Work@Home Agents

    Posted 10-16-2023 10:38
    No replies, thread closed.

    Yes, Sorry I should have been more specific. We use:

    • Workspace Desktop Edition 8.5.139.07 for our contact center for Phones and chat.
    • Workforce Management 8.5.219.72 for our WFM


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    Daisha Devonish-Whiteside
    Walgreens Co.
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    Original Message


  • 4.  RE: How is you company handling Time Zones for Work@Home Agents

    Posted 10-16-2023 05:53
    Edited by Tracy Vickers 08-04-2025 05:26
    No replies, thread closed.

    Hi Daisha,

    I've reached out to source some help in answering your ask, and hopefully help others be able to understand and help with alternative ways for you to achieve your goal:

    1. Schedule Alerts and Notification pop ups using the WDE application is alerting agents in the wrong time zone for the Agents that report to a site but is located in another State that carries a different time zone.

    Genesys WFM does not have the capability to notify agents in WDE. This is achieved through custom code that alerts agents based on the site's time zone or encounters a problem when converting the scheduled item's time zone (which is the site's time zone) to the local or custom time zone.

    1. Schedules being imported to our Payroll system is reflecting in the time zone for the site and not the agents actual time zone.

    As before, the Payroll system is not a Genesys WFM software, and the import process to this system is also not a WFM functionality. The custom code responsible for this import should be revised.


    Hope that helps and others can help offer an alternative solution.


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    Tracy
    Genesys
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  • 5.  RE: How is you company handling Time Zones for Work@Home Agents

    Posted 10-16-2023 10:33
    No replies, thread closed.

    Thanks Tracy, We already opened support tickets with Genesys and they confirmed system is working as designed. What I would like to gather is feedback on how other companies are adapting to this design and what advise they have to share.



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    Daisha Devonish-Whiteside
    Walgreens Co.
    ------------------------------

    Original Message


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