Timezone Settings

In VCC Live, you can define your account’s timezone, which will affect all projects. In some cases, the local timezone of the user is also considered for a seamless experience.

Setting up your timezone

You can define your timezone by navigating on the Admin interface to the VCC Live menu -> Contact Center -> Global Settings -> Project preferences -> General.
You can select a single timezone that will be applied to your account.

In each project, you can either use the Default timezone or overwrite it on a Project-level, by navigating to Project -> General and selecting Timezone.

Inbound Processes

In your project, if you have defined Working Hours for your inbound Voice processes, then the timesheets will consider timezone settings (By default the global timezone settings are considered unless overwritten on a project level). You can set up Working Hours by navigating to Project -> Channels -> Voice -> Inbound and adding Working Hours in Processes.
This means that if you have as an example defined that Working Hours are Every day between 08:00 and 16:00, then the processes following this process will be only used for inbound calls when the time of the call is between 08:00 and 16:00 in your selected timezone.

Outbound Processes

Agent timezone

You can set up the system in a way that in case agents are setting up a callback or shared callback, then the time slots displayed to them are in their local timezone based on the settings on their local computer. You need to enable this in each relevant project by navigating to Project -> Channels -> Voice -> Outbound and selecting Agent timezone

Phone number callability timeframe

In case you would like to limit your users when they can call certain phone numbers, then you can define this in the Fields settings of your project. If you select a phone field, you can define the timeframe by navigating to Phone settings. For this to consider the project timezone settings, you need to enable this in each relevant project by navigating to Project -> Channels -> Voice -> Outbound and selecting Apply project time zone settings for Phone fields and OIVR

Outbound IVR

If your project is set up as an outbound IVR, you can set up the system to consider the project timezone setting when defining Outbound IVR business hours. You need to enable this in each relevant project by navigating to Project -> Channels -> Voice -> Outbound and selecting Apply project time zone settings for Phone fields and OIVR. In case your project has a different timezone setting than the default one, then this will be considered here.
This means that if you have as an example defined that Business Hours are on Every day between 08:00 and 16:00, then the Outbound IVR will only initiate calls between 08:00 and 16:00 in the selected timezone.

Reporting

When using reports on the VCC Live interface and exporting data from them, data is displayed based on your local settings. You can find this by navigating to Tools -> Local settings -> Other preferences -> Timezone. You can select between the following options for displaying reports:

• Based on your PC’s local timezone
• Based on the timezone set in VCC

If Based on the timezone set in VCC is selected, then project-level reports are displayed in the project’s timezone, while global reports (e.g. User-based statistics) are displayed in the global timezone.

This affects the following reports:

• CDR Log
• User-based statistics
• User State Log
• Database Export
• Mass Export
• Records
• Records list
• SMS Log

In case of an export, the timezone can be found in the export filename as well