Workforce Engagement Management

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  • 1.  Timezones seem off on my Main Forecast Continuous Forecasting Actuals

    Posted 01-07-2025 14:39

    My contact center opens at 0700 ET.  My forecast accurately reflects the time zone but the Actuals are showing 1 hr later (Central Time).  

    When I look at my Main Forecast graph, it looks like my actuals graph is one hour off.  Has anyone else experienced this before?



    #Forecasting

    ------------------------------
    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
    ------------------------------


  • 2.  RE: Timezones seem off on my Main Forecast Continuous Forecasting Actuals

    Posted 01-08-2025 10:28

    Hi Gina, 

    Happy New Year! Thank you for bringing this to our attention. I do have a couple of follow-up questions to help us investigate. 

    1. What is the BU time zone being used?
    2. What is the Main Forecast Display Time zone being used?

    In case you need help finding the information, here are some screenshots. 

    BU Time zone is in Configuration > Business Units > Select your BU > General tab. 

    The Main Forecast Display Time Zone is in the upper right hand corner in the Main Forecast Screen.




    ------------------------------
    Daniel Chapdelaine,
    Senior Product Manager, WFM Forecasting
    Genesys - Employees
    ------------------------------



  • 3.  RE: Timezones seem off on my Main Forecast Continuous Forecasting Actuals

    Posted 01-08-2025 16:51

    Hi Daniel,

    Both the BU Time Zone and the Main Forecast Display Time Zones are set at  "Americas/New_York (-05:00)".



    ------------------------------
    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
    ------------------------------



  • 4.  RE: Timezones seem off on my Main Forecast Continuous Forecasting Actuals

    Posted 01-09-2025 16:34

    Hi Gina, 

    Thank you for confirming the time zones. Our engineering team tried to reproduce the issue in our environments but was unsuccessful. They have suggested that you open a care ticket and ask for it to be escalated to a servops so we can investigate the issue further. Please feel free to provide the link to this community post in the care ticket to help speed up the care ticket to a servops. 



    ------------------------------
    Daniel Chapdelaine,
    Senior Product Manager, WFM Forecasting
    Genesys - Employees
    ------------------------------



  • 5.  RE: Timezones seem off on my Main Forecast Continuous Forecasting Actuals

    Posted 01-09-2025 18:10

    Hi Daniel,

    Thank you for the info.  I have open a case: Case #0003653432



    ------------------------------
    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
    ------------------------------



  • 6.  RE: Timezones seem off on my Main Forecast Continuous Forecasting Actuals

    Posted 6 days ago
    Edited by Daniel Chapdelaine 6 days ago

    Hi Gina, 

     Are you still experiencing any issues with the timezones? Also, have you heard back from the care team yet? Thanks!



    ------------------------------
    Daniel Chapdelaine,
    Senior Product Manager, WFM Forecasting
    Genesys - Employees
    ------------------------------



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