How does CommunityWFM | AI WFM know what time it is?
WFM relies on the time and time zone settings of the data source and automatically adapts to the time change in the data source.
Historical call volume data and RTA (real-time adherence) data are stored in UTC (coordinated universal time) in the Community database.
For reporting, the WFM UI (user interface) uses your agent profile time zone, your corporate time zone, or a time zone of your choice to convert the UTC data.
Why is there a discrepancy in my call volume?
If there is a discrepancy in call volume or adherence after a time change, please validate that your ACD is up to date (and time).
Why is there a discrepancy in my adherence data?
(This applies more in the Spring when entering DST). If there is a discrepancy with adherence data, contact your support desk and they can arrange to have a SQL script applied to your server that will adjust the static data in the adherence database to accommodate the time change.
I have agents in Arizona (AZ) or other locations that do not recognize DST. How do I manage their schedules?
If agents will keep their same local schedule start time (not change with the server time), options for managing schedules include:
- Modifying the agent’s time zone setting in their profile by one hour (cycling between Mountain Time and Pacific Time) so their view is correct.
- Assigning a schedule template that is 1 hour different during DST. Agents will always have 2 schedule templates and the effective date will change twice a year.
I’ve already published the schedule. How do I fix it?
If schedules have already been published for the period crossing the time change, adjust the schedule manually by dragging the schedule start to the appropriate time. If the schedule crosses midnight, use right click | edit to adjust the start time.