Objective

Understand how the planner timezone affects the schedule view and compare shift and activity times across timezones.

Environment

  • You have access to Scheduling.
  • An existing schedule is available to review.

Resolution

  1. Open Workforce Operations → Scheduling, then select a schedule. Choose the date range you want to review.
  2. In the planner toolbar, use the timezone selector beside the date and view controls to choose the planner's primary timezone. This sets the timezone used to display the schedule's dates and times. The selected start and end calendar dates stay the same, but each day's boundaries follow midnight in the selected timezone. Shifts and activities remain scheduled for the same moments; their displayed local times can change. The Filters menu is separate: use it to choose which agents, sites, teams, skills, channels, or queues appear.
    The Timezone selector beside the date and view controls shows the current timezone and lets you search or choose another one. The Filters menu is a separate control.
  3. To compare other local clocks, select the globe icon beside the timezone selector. This opens Manage Timezone Rows. Select Add Timezone Row, enter a label, choose a timezone, and select Add. You can configure up to seven rows.
    The timezone row manager lets you add labeled clocks, choose their timezones, and control which rows are visible.
  4. In Manage Timezone Rows, use the eye icon to show or hide a row. Drag rows to change their order, then select Save Changes.
  5. Select Day view. The visible timezone rows appear above the same schedule grid. Read the clock labels against the shared columns to compare what time a shift or activity falls at in each selected zone. These rows are useful when coordinating agents who work in different locations. Near midnight, the same moment can fall on a different local date, so check date boundaries as well as clock times.
    Note: Comparison clocks do not change the schedule

    Additional timezone rows are display references. They do not assign a timezone to an agent or move shifts and activities.

When the planner is grouped by agents, each agent's configured timezone abbreviation and offset may also appear beside their name. These agent settings are separate from the comparison rows. To set an agent's work timezone, see How To Set Working Timezones.

Timezone offsets can change during the year. The selected named timezone applies the relevant offset for the dates in the schedule.