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Agent Time Zone Settings Tab
- Karla Melendez
The Time Zone Settings tab allows Agents from offices in different countries or regions to set up their time zone for the correct date and time to appear on the Contact Center portal.
NOTE: The Agent time zone is set to the Agent’s Team time zone by default. Agents can see their assigned time zone by accessing their profile on the My Profile page but cannot modify it. The setting is read only.
IMPORTANT: Only Agents with permission to Change offices, teams, and agents can change the time zone settings. See the Agents Security Tab for a list of permissions set for an Agent.
FMI: For a list of time zones available for use, see Contact Center Time Zones.
Agent Time Zone in Contact Center Portal Pages
The Agent time zone defines the date and time displayed throughout the Contact Center Portal. In other words, the date and time in various pages is resolved according to the Agent time zone. There is no other special indication of the time zone used in the UI.
The table below shows the Portal pages that reflect the Agent time zone.
Page Name | Illustration | Notes |
Monitoring |  |
|
Metrics Dashboard |
| |
Executive Dashboard | The Call Volume section will reflect the Account time zone. Users will see a notification in the UI about it. | |
Recordings Search (voice) |
| |
Recordings Search (chat) |
| |
Recordings Search (voicemail) |
| |
Recordings Search (email) |
| |
Recordings Search (external recordings) |
| |
Audit Trail |
| |
Manage Callbacks |
| |
Manage Suspended Emails | · Only the Received and Suspended columns will be recalculated in the Agent time zone. o The Due column will remain in the Account time zone because it does not indicate time. | |
MS Teams Integration |
|
Agent Time Zone in Foundation Reports
Agents can select a time zone for the report start date and end date in two locations:
In the Historical Reports section.
In the Scheduled Reports section.
All reports are generated based on the indicated date/time and time zone.
In addition, the selected time zone appears in the report output formats:
PDF
IMPORTANT: There is no time zone indicated in the CSV version of the Data export.
Excel
Since July 6, 2023, Atlassian has no longer been used for Release Notes or knowledge base articles.
* Find Release Notes here (https://support.mycontactcenter.net/app/articles/detail/a_id/23378/) and articles here (https://support.mycontactcenter.net/app/main).
* Authenticated Partners can access content here (https://support.mycontactcenter.net/cc/sso/authenticator/oauth/authorize/imcontrolpanel?redirect=main&source=mycontactcenter)