Time zone scoping of Webex Contact Center business hours

Verified 2026-09-05 · 11 claims · 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. In contrast, holiday lists in Webex Contact Center expose no time zone control of their own 10.

Time zone configuration across objects and platforms

Within Webex Contact Center, time zone settings are configured individually per working hours object and per override 11. However, Webex Contact Center holiday lists do not provide any 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. Consequently, Webex Calling location and user schedules expose no time zone control of their own 4. For Webex Calling operating modes, windows that span midnight are supported, such as a documented night mode running from 4 in the afternoon to 9 the following morning on weekdays 8.

When reporting in Webex Calling Customer Assist, sign in and sign out times are reported in coordinated universal time, and metrics are stated to be available by 1 in the afternoon Greenwich mean time, representing a different time reference from the configurable queue time zone 6.

Recurrence options

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 Webex Calling documentation, this is disputed: 1 Webex Calling document treats all day as a 4th recurrence value in 1 section and as a separate toggle in another 3.

See also

• Webex Contact Center business hours overrides and holiday lists
• Webex Calling Customer Assist as a product
• How a business hours configuration binds to a routing flow

Applicability

Across the claims in this article, the evidence covers Webex Contact Center and Webex Calling, verified as of 2026-09-05. The deployment model is not covered by any claim in this article.

What remains uncertain

No source states what happens when agents routed by 1 schedule are distributed across time zones 2. Furthermore, 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.

The following items are not covered by any claim in this article:

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

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}
}