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.