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Currently the advances scheduling option for agents only takes time in UTC and triggers the same in UTC time zone. For different countries like US people want agents to be trig-erred in their time zone for example EST. EST has to be converted to UTC and set up in advances scheduling. This causes the problem when day light saving occurs. EST time changes but UTC doesn't. People have to manually change the configuration in prod before Day light saving.
How will this idea be used?
Sceduling agent triggers in EST time - Cases - IBM Support
We have used advanced scheduling option in RTAM. As per the Client requiements RTAM needs to triggered at 5:30 AM EST. The cloud servers are in UTC. So we have converted that time to UTC (9:30) and used it in advanced scheduling section. The issue is during daylight saving 9:30 UTC will be 4:30 EST and the RTAM details will be sent at 4:30 AM which is not as per the expectation of the clients. This has to be changed manually in confiugrator.
This will help people choose the agent trigger in their time zone
|What is your industry?||Other|
|What is the idea priority?||High|
|Link to original RFE|