Time zones
- 05 Mar 2024
- 3 Minutes to read
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Time zones
- Updated on 05 Mar 2024
- 3 Minutes to read
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Who should read this article: All users
Voiso relies on the date and time to track all interactions and activities. This article summarizes how time zones are handled in Voiso and helps you troubleshoot apparent discrepencies between reports.
Introduction
By design, Voiso displays dates and times in the time zone that best reflects the user's requirements.
Important
If you encounter difficulties reconciling the dates and times between your invoices, billing reports, statements, and historical reports or the CDR, please ensure that you convert the dates and times to match the time zone of the billing report.
The Billing page, including billing reports, invoices and statements, uses UTC so that an accountant or manager has a consistent, standardized reference point. There is no need to reconsile different time zones and daylight savings, which can be confusing. Using UTC ensures that reports are uniform across all locations of your business.
The Historical reports pages use the time zone of the contact center to track the daily activities of agents and queues. This enables supervisors and managers to view trends according to the business hours of the contact center.
The Call Detail Records and Call Details pages are designed to display interactions in the time zone of the user. This ensures that supervisors, analysts, and managers can easily review all interactions listed in the Call Detail Records, regardless of the time or location of the interaction, with the timestamps adjusted to their own time zone for seamless comparison.
The following sections describe how time zones are employed in the different Voiso UIs.
UTC
Coordinated Universal Time (UTC) is the standard the world uses to regulate clocks and time. Voiso employs UTC to denote the date and time of interactions, as well as user and system activities.
Billing reports, historical reports, invoices, and statements are tracked and presented in UTC.
Contact center time zone
Administrators specify the time zone of the contact center on the System settings page. The contact center time zone is used for the following historical reports:
| Report | Period |
|---|---|
| Agent List | From the beginning of the first selected day (00:00:00) to the end of the last selected day (23:59:59). |
| Inqueue Abandons | From the beginning of the selected day (00:00:00) to its end (23:59:59). |
| Inqueue Abandons - Per Hour | Selected hours. |
| Redial Counter | From the beginning of the selected day (00:00:00) to its end (23:59:59). |
| Agent List - Per Hour | Selected hours. |
| ASR by Country | From the beginning of the first selected day (00:00:00) to the end of the last selected day (23:59:59). |
| ASR per Caller ID | From the beginning of the first selected day (00:00:00) to the end of the last selected day (23:59:59). |
| Billing Report | From the beginning of the first selected day (00:00:00) to the end of the last selected day (23:59:59). |
| Sensitive Data Access Report | From the beginning of the first selected day (00:00:00) to the end of the last selected day (23:59:59). |
| Wrap-up Codes | From the beginning of the first selected day (00:00:00) to the end of the last selected day (23:59:59). |
User's time zone
A time zone is assigned to each user's profile when it is created. The user's time zone is used for the following user interfaces:
Call Detail Records
The Call Detail Records page lists the interactions that a specific user role, such as a supervisor or an administrator, is permitted to view. Interactions and the date and time of their associated events and activities are stored by Voiso using UTC. However, when you view an interaction on the Call Detail Records page, Voiso displays the interaction date and time using your time zone, not the time zone of the agent who handled the interaction.
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