Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management or Workforce Engagement Management |
| Access | Agent |
Seeing schedules in another zone. Essential with distributed teams, and the source of most scheduling confusion without it.
Use it
- In Workforce management, click the globe icon.
- Pick the time zone you want to read in. It overrides the account's default for what you see, and it applies while you build schedules and watch the day as well as when you read one.
- Switch back before discussing it with somebody else.
It changes your view and nothing else. Nobody else's schedule moves, and the account's default time zone stays where it was.
One rule makes the difference between using this well and creating work: build a schedule in the time zone of the team or agent you are scheduling, not in your own.
Why it exists
A planner in one country building a schedule for agents in another needs to see both. Nine o'clock means different moments to each of them, and every scheduling error across time zones comes from that.
Always say the zone
In messages, in meetings, in notes. "The shift starts at nine" is ambiguous the moment two zones are involved, and it is the ambiguity that produces somebody logging on two hours late.
Agents see their own
Their schedule appears in their own time zone, which is what they need. The switcher is mostly for planners and leads looking across teams.
Watch the clock changes
Countries move to summer time on different dates, and for a couple of weeks each year the usual offset is wrong. Coverage gaps appear then and nobody expects them.
Check the schedule across those transitions specifically.
Location is what matters
The switcher changes what you see. The team's location decides how the schedule is built. Fixing a display issue does not fix somebody on the wrong location.
Check before publishing
Look at a schedule in the agents' own zone before publishing it. That is the view they will get, and errors are obvious there and invisible in yours.
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