Time zone scoping of Webex Contact Center business hours

Verified 2026-09-05 · 11 sources · tier 2 · 1 disputed

Also known as operating mode, queue time zone key.

In Webex Contact Center, a time zone is chosen per working hours object and per override 11. Flow Designer does not state which time zone the Business Hours activity evaluates in, and the phrase does not occur anywhere in its Business Hours material 1.

Time zone scoping by object and platform

Webex Contact Center holiday lists expose no time zone control of their own 10. In Webex Calling, a time zone is set per feature such as a call queue, auto attendant, or hunt group through a queue time zone key, and it governs every schedule attached to that feature 5. Conversely, Webex Calling location and user schedules expose no time zone control of their own 4.

In the field, the 2 products use 4 different recurrence vocabularies: Webex Contact Center offers daily, weekly, monthly, and yearly for both holidays and overrides; Webex Calling location schedules offer none, weekly, and yearly with a separate all day toggle; and Webex Calling user schedules offer daily and weekly only 7. Regarding the all day setting, sources disagree: 1 Webex Calling document treats all day as a 4th recurrence value in 1 section and as a separate toggle in another 3.

Operational windows and reporting

Webex Calling operating modes support a window that spans midnight, with a night mode documented as running from 4 in the afternoon to 9 the following morning on weekdays 8.

Webex Calling Customer Assist reports sign in and sign out times in coordinated universal time and states that metrics are available by 1 in the afternoon Greenwich mean time, which is a different time reference from the configurable queue time zone 6. Daylight saving is not addressed anywhere in the Webex Contact Center business hours documentation or in the 3 Webex Calling scheduling documents read alongside it 9. Furthermore, no source states what happens when agents routed by 1 schedule are distributed across time zones 2.

See also

See also How a business hours configuration binds to a routing flow. See also Webex Calling Customer Assist as a product. See also Webex Contact Center business hours overrides and holiday lists. See also Webex Contact Center Flow Designer architecture.

Applicability

Applies to: Cisco Webex Contact Center and Cisco Webex Calling. Deployments: cloud. Sources checked 2026-09-05.

What remains uncertain

Which zone a flow evaluates a business hours check in is not covered by the sources below. Which zone a holiday list is evaluated in is not covered by the sources below. What happens when a schedule routes to agents in several time zones is not covered by the sources below. Whether a configured boundary shifts with daylight saving is not covered by the sources below. Whether business hours can be configured through an API is not covered by the sources below. Which clock Webex Contact Center analytics uses is not covered by the sources below. How Contact Center Enterprise scopes schedule time zones is not covered by the sources below. How a multi site tenant configures hours per site is not covered by the sources below.

WarmTransfer. (2026, September 5). Time zone scoping of Webex Contact Center business hours. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-business-hours-time-zones

@misc{warmtransfer-wxcc-business-hours-time-zones,
  title  = {Time zone scoping of Webex Contact Center business hours},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-business-hours-time-zones},
  note   = {Verified 2026-09-05}
}