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Public API Response Update: "timeZone" Field Format Change

  • 1.  Public API Response Update: "timeZone" Field Format Change

    Posted 05-16-2025 10:50
    Edited by Ananya Singh 07-18-2025 09:07

    Changes Postponed. Please follow the latest update here!

    Description

    Public API will be updating its time zone format to align with the current IANA time zone identifier convention. This change from the previous Olson format will improve data accuracy. For example, certain countries no longer follow daylight savings time. This will reflect that.

    Change Category

    API

    Change Context

    Date and time formatting standards are continually evolving. To provide a better user experience and maintain accuracy, we are updating our API to follow the modern IANA time zone identifier format. This standard moves away from the shorter, original time zone formats.

    You can find the latest IANA tz database information here: Time Zone database

    Change Impact

    Customers consuming API responses will observe a change in the format of the timeZone response fields. Time zones will now be represented by city name instead of the previous short format.

    For example, EST5EDT will now appear as America/New_York in API responses.

    Users who rely on the previous short format may need to adjust their applications to accommodate this change.

    Date of Change

    20 Jul 2025

    Impacted APIs

    The following APIs will be affected by this change in the timeZone field within their responses:

    • /api/v2/telephony/providers/edges/timezones
    • /api/v2/timezones
    • /api/v2/gamification/scorecards/users/values/average
    • /api/v2/gamification/scorecards/values/trends
    • /api/v2/gamification/scorecards/users/{userId}/values/trends
    • /api/v2/gamification/scorecards/users/values/trends
    • /api/v2/gamification/scorecards/profiles/{profileId}/metrics/{metricId}/users/{userId}/values/trends
    • /api/v2/gamification/scorecards/profiles/{profileId}/metrics/{metricId}/values/trends
    • /api/v2/analytics/actions/aggregates/jobs
    • /api/v2/analytics/actions/aggregates/query
    • /api/v2/analytics/agentcopilots/aggregates/query
    • /api/v2/analytics/flows/aggregates/query
    • /api/v2/quality/evaluations/aggregates/query/me
    • /api/v2/analytics/bots/aggregates/query
    • /api/v2/analytics/bots/aggregates/jobs
    • /api/v2/analytics/conversations/aggregates/jobs
    • /api/v2/analytics/conversations/aggregates/query
    • /api/v2/analytics/flowexecutions/aggregates/query
    • /api/v2/analytics/flowexecutions/aggregates/jobs
    • /api/v2/analytics/flows/aggregates/query
    • /api/v2/analytics/flows/aggregates/jobs
    • /api/v2analytics/journeys/aggregates/query
    • /api/v2/analytics/journeys/aggregates/jobs
    • /api/v2/analytics/ratelimits/aggregates/query
    • /api/v2/analytics/resolutions/aggregates/query
    • /api/v2/analytics/resolutions/aggregates/jobs
    • /api/v2/analytics/summaries/aggregates/query
    • /api/v2/analytics/summaries/aggregates/jobs
    • /api/v2/analytics/surveys/aggregates/query
    • /api/v2/analytics/surveys/aggregates/jobs
    • /api/v2/analytics/taskmanagement/aggregates/jobs
    • /api/v2/analytics/taskmanagement/aggregates/query
    • /api/v2/quality/evaluations/aggregates/query/me
    • /api/v2/analytics/transcripts/aggregates/query
    • /api/v2/analytics/transcripts/aggregates/jobs
    • /api/v2/analytics/users/aggregates/query
    • /api/v2/analytics/users/aggregates/jobs
    • /api/v2/outbound/contactlists/{contactListId}/contacts/search
    • /api/v2/outbound/contactlistfilters/preview
    • /api/v2/outbound/campaigns/{campaignId}/callback/schedule
    • /api/v2/outbound/contactlists/{contactListId}/contacts
    • /api/v2/outbound/contactlists/{contactListId}/contacts/{contactId}
    • /api/v2/outbound/contactlists/{contactListId}/contacts/bulk
    • /api/v2/scim/v2/groups
    • /api/v2/scim/v2/users
    • /api/v2/scim/v2/users/{userId}
    • /api/v2/scim/v2/groups/{groupId}
    • /api/v2/socialmedia/analytics/aggregates/jobs
    • /api/v2/socialmedia/analytics/messages/jobs
    • /api/v2/workforcemanagement/teams/{teamId}/adherence/historical
    • /api/v2/workforcemanagement/managementunits/{managementUnitId }/historicaladherencequery
    • /api/v2/workforcemanagement/adherence/historical
    • /api/v2/analytics/knowledge/aggregates/jobs
    • /api/v2/analytics/knowledge/aggregates/query

    References

    [API-8967]
    [SERVOPS-53169]



  • 2.  RE: Public API Response Update: "timeZone" Field Format Change

    Posted 05-19-2025 08:43

    Does this also affect the Outbound>Contactable Time Sets settings, such as:



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: Public API Response Update: "timeZone" Field Format Change

    Posted 05-20-2025 10:14
    Edited by Prem Shah 05-20-2025 10:32

    This data come from following api managed by public API team, which i see is listed in the list of API on this announcement so yes, it will also be effected.

    still i would want this to be confirmed by public API team @Daniel Fruland 

    • /api/v2/timezones 



    ------------------------------
    Prem Shah
    Senior Software Engineer
    ------------------------------

    Original Message


  • 4.  RE: Public API Response Update: "timeZone" Field Format Change

    Posted 05-21-2025 10:23

    Hi @Prem Shah @George Ganahl,

    Confirming the API listed will be affected and above.



    ------------------------------
    Daniel Fruland
    Software Engineer
    ------------------------------

    Original Message


  • 5.  RE: Public API Response Update: "timeZone" Field Format Change

    Posted 05-21-2025 10:46

    Thank you, Daniel



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    ------------------------------

    Original Message


  • 6.  RE: Public API Response Update: "timeZone" Field Format Change

    Posted 05-23-2025 05:58

    If we have been using only the city name format, such as "Asia/Tokyo", is it safe to assume that this change will not affect us?

     



    ------------------------------
    Atsuya Maruyama
    リーダー
    ------------------------------

    Original Message


  • 7.  RE: Public API Response Update: "timeZone" Field Format Change

    Posted 06-12-2025 16:58

    Hello Atsuya, this is a safe assumption.



    ------------------------------
    Daniel Fruland
    Software Engineer
    ------------------------------

    Original Message


  • 8.  RE: Public API Response Update: "timeZone" Field Format Change

    Posted 06-16-2025 05:50
    Edited by Atsuya Maruyama 06-16-2025 05:51

    Hello Daniel, Thanks for your reply.

    ------------------------------
    Atsuya Maruyama
    リーダー
    ------------------------------

    Original Message


  • 9.  RE: Public API Response Update: "timeZone" Field Format Change

    Posted 05-23-2025 11:50

    Would there be any impacts to reporting?  If so, I assume the change would only be going forward and no retroactive updates?



    ------------------------------
    Rebecca Bateson Carter
    Sr. Technical Account Manager
    ------------------------------

    Original Message


  • 10.  RE: Public API Response Update: "timeZone" Field Format Change

    Posted 06-12-2025 17:11

    Hi Rebecca, the only known impact is to the APIs listed above. To my knowledge, reporting will not be affected.



    ------------------------------
    Daniel Fruland
    Software Engineer
    ------------------------------

    Original Message


  • 11.  RE: Public API Response Update: "timeZone" Field Format Change

    Posted 06-09-2025 11:44

    We have noticed that when creating a new Business Unit through Admin Workforce Management UI that you can select EST5EDT but once you save it the time zone changes to America/New_York. Business Units that were created several months ago still show EST5EDT (timezone is not a field that can be changed after creation).

    Does this change in timezones have any operational impact on WFM?

    Will existing Business Units with EST5EDT eventually adjust?

    If a timezone will not be saved and is changed automatically upon save why is it still selectable?



    ------------------------------
    Judy Kerbel
    ------------------------------

    Original Message


  • 12.  RE: Public API Response Update: "timeZone" Field Format Change

    Posted 06-13-2025 16:42

    Reposting my questions as there has been no response

    We have noticed that when creating a new Business Unit through Admin Workforce Management UI that you can select EST5EDT but once you save it the time zone changes to America/New_York. Business Units that were created several months ago still show EST5EDT (timezone is not a field that can be changed after creation).

    Does this change in timezones have any operational impact on WFM?

    Will existing Business Units with EST5EDT eventually adjust?

    If a timezone will not be saved and is changed automatically upon save why is it still selectable?



    ------------------------------
    Judy Kerbel
    ------------------------------

    Original Message


  • 13.  RE: Public API Response Update: "timeZone" Field Format Change

    Posted 06-16-2025 09:31
    Edited by Daniel Fruland 06-16-2025 10:35

    Hi Judy, there has be some discussion behind the scenes regarding your questions. 

    1. This change may bring some UI tweaks, but nothing should be operationally different.
    2. Existing business units will not be adjusted, compatibility will remain the same.
    3. If I understand correctly, this will likely be fixed with this update.



    ------------------------------
    Daniel Fruland
    Software Engineer
    ------------------------------

    Original Message


  • 14.  RE: Public API Response Update: "timeZone" Field Format Change

    Posted 06-27-2025 06:35

    Hi Ananya,

    In the API Explorer, the responses are already using the new format. Has the change been already implemented?



    ------------------------------
    Borys Spiridonov
    .
    ------------------------------

    Original Message


  • 15.  RE: Public API Response Update: "timeZone" Field Format Change

    Posted 07-01-2025 10:41

    We do have the changes available yet.

    The API handles time zones by ID and uses a method that doesn't parse the old format. This seems to avoid the change.



    ------------------------------
    Ananya Singh
    Product Manager
    ------------------------------

    Original Message


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