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Time zones in DC and SB - error prevention and usability

Time zones in DC and SB - error prevention and usability

Time zones in DC and SB - error prevention and usability

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Our business has contact centers in countries with multiple time zones - notably USA, Canada, Australia and New Zealand.  Our schedulers will be based in one time zone but often planning for a customer whose equipment is located in another time zone.

The scheduler can change the time zone in DC/SB, but they may forget to do this and end up planning a job at the incorrect time.  This is more prone to error if the scheduler is toggling back and forth between different time zones frequently (a valid scenario for us).

It would be extremely useful if DC and/or SB could:

  • Clearly indicate the time zone of the customer location on the job card and the edit appointment pop-up.  The scheduler will then be reminded and less likely to make a mistake.
  • DC/SB flags up a warning if the scheduler drags and drops a job onto the calendar when the time zone is set incorrectly.  This would be another way of preventing errors.
  • DC/SB should allow a way for a scheduler to pick a group of favourite time zones which would appear pinned to the top of the time zone selection drop down.  We have schedulers that toggle between two or sometimes three most used time zones and this would be very useful to save time and avoid errors.
What is the underlying problem do you intend to solve with this idea?
Prevent scheduling errors
How is the problem being addressed today, if at all?
Schedulers manually check the customer's location time zone and then must remember to manually change the Time zone on DC/SB before scheduling.
Product Area?
Dispatch Console / Service Board
What version of ServiceMax are you on?
20.1
4 Comments
brenoburks
Pastry Chef
Pastry Chef

You can achieve this with Shift Plans in Service Board we use it as our dispatchers are based out of AEST but we have technicians in multiple time zones.

Shift Plans.jpg

 

nschmitz
Sushi Chef
Sushi Chef

We are struggling with time zone now for months because our FSE are travelling from one time zone another. If they are not changing the time zone in their user setting in web - which might result in different time zone on their Ipad and in web - this leads to massive problems in working on their reported working times. Worst case is that "wrong" times are invoiced to the customer because the reported working times via Ipad are converted into another one in web.

mayhul
Product Team
Product Team
Status changed to: On The Roadmap
 
mayhul
Product Team
Product Team
Status changed to: Delivered

Delivered as part of 20.2c push to sandbox.  See release notes here: https://help.servicemax.com/articles/#!servicemax-release-notes/whats-new-sb-20-2c