Genesys Cloud - Main

Hi everyone,

We get this case at the moment: our Client has multiple physical locations (3 in total) each in a different time zone.  We have a single business unit since they share resources (queues and contacts) between them.  When generating a schedule, that has the time of the BU, we have found that for those agents from other locations with shifts that span 2 days (for example, from 10pm to 6am) the system displays some warning messages indicating that the hours of that shift do not match with those expected for the shift and according to the work plan configuration which they are associated.
Is there any way to avoid this messages?
Not only for these numbers that appears next to the agents' name but for it is the real situation of some of the agents that work in shifts that spans two days. 
How should we configure this correctly in order to avoid this warning messages and work with the correct shift duration?

For example,

• Business Unit (time zone in Europe)
• Shifts in location with -6 hours of difference from BU time zone
• Shift configured in work plans relative to Europe zone from 6pm-2am
• Shift durantion is 8 hours
• In Schedule: 6 hours are in day 1 and 2 hours count in day 2
• Day 1: has 2 hours less than expected
• Day 2: has 2 hours more.

So we got some warnings because day 1 has 6 hours not 8 and day 2 has 10 hours instead of 8.

Thanks in advanced.
Greetings.
Laura.



#Integrations
#Unsure/Other

------------------------------
Laura Cepeda
Indra Sistemas S.A.
------------------------------

I would use the Work Plans to adjust for the different agents in different time zones.  It would be nice to have time zone at the MU level.  Here is a good idea for this:  Better Multiple Time Zone Handling | Genesys Cloud Ideas Portal (aha.io) as well as this one:  edit option for time zone for existing | Genesys Cloud Ideas Portal (aha.io)

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 12-22-2022 10:23
From: Laura Cepeda
Subject: WFM-Schedules with different time zones

Hi everyone,

We get this case at the moment: our Client has multiple physical locations (3 in total) each in a different time zone.  We have a single business unit since they share resources (queues and contacts) between them.  When generating a schedule, that has the time of the BU, we have found that for those agents from other locations with shifts that span 2 days (for example, from 10pm to 6am) the system displays some warning messages indicating that the hours of that shift do not match with those expected for the shift and according to the work plan configuration which they are associated.
Is there any way to avoid this messages?
Not only for these numbers that appears next to the agents' name but for it is the real situation of some of the agents that work in shifts that spans two days.
How should we configure this correctly in order to avoid this warning messages and work with the correct shift duration?

For example,

• Business Unit (time zone in Europe)
• Shifts in location with -6 hours of difference from BU time zone
• Shift configured in work plans relative to Europe zone from 6pm-2am
• Shift durantion is 8 hours
• In Schedule: 6 hours are in day 1 and 2 hours count in day 2
• Day 1: has 2 hours less than expected
• Day 2: has 2 hours more.

So we got some warnings because day 1 has 6 hours not 8 and day 2 has 10 hours instead of 8.

Thanks in advanced.
Greetings.
Laura.



#Integrations
#Unsure/Other

------------------------------
Laura Cepeda
Indra Sistemas S.A.
------------------------------