System Time, User Time and Local Time

For most system applications, the time of a specific system operation is stored in the system as system time (usually set to UTC). It is displayed to the user when the user views the operations' details according to the user's time zone.

However, for the Interactions application, some operations are stored according to system or user time, and some are stored according to local time:

• System Time/User Time: For search and playback operations, users want to be able to see time stamps automatically adjusted according to their own time zone and daylight saving time shifts, regardless of where the operation took place. Therefore, this time axis is referred to as system time or user time.

  The time of the operation is stored in the system as system time (usually set to UTC), and displayed to the user when the user views the operations’ details according to the user’s time zone.

  For example, if a contact was recorded in Los Angeles at 7:00 AM Pacific Time (PST), a user in Los Angeles can locate the call by indicating 7:00 AM as the start time, and a user in New York (EST) can search for the call by indicating 10:00 AM as the start time.

• Local Time: Cross-enterprise reporting and speech analytics are based on when an operation took place according to the local time—the time on the clock in the location where the operation occurred.

  This time is never shifted for users when displayed in business applications. It is important to know when an operation took place relative to the people who took part in that operation. This provides key insight to business managers, as it allows them to compare activity across the globe relative to the local time of day, and not relative to shifted time stamps.

  For example, if an agent in Los Angeles took a call at 7:00 AM, it is important that this time is noted in the contact’s record so that an enterprise manager in New York can run reports on LA contact center activity in the morning hours (for example, between 7:00 and 8:00 AM), without losing this call due to time zone adjustments.

  In addition, the manager can also run reports comparing the LA contact center activity between 7:00 and 8:00 AM, with that of the New York contact center between 7:00 and 8:00 AM, to compare the calling patterns of these early hours between the two sites.

The way the system stores the time setting and how it is viewed by users depends on the type of system operation or activity that occurred:

Time Settings—Storage and Display

Type of Operation	Storage	User Interface
Search and Playback Operations	System Time	User Time
Reporting and Analytics	Local Time	Local Time