Unexpected Result with UTC to BST Timezone

1

Hello all,

I'm trying to set an IVR option to follow a specific schedule.

To do this I've created a UTC to BST (British Summer Time) variable adjustment and placed an Evaluate Schedule Group - tying a schedule and the variable to the calculation. The help suggests this Evaluate block is working in UTC only unless instructed otherwise.

The schedule contains and Open event (9am-5pm) and I'm testing with a short 15 min close event.

Following the Genesys guide, and a post on this forum, I have the following code for the time conversion:

AddMinutes(Flow.StartDateTimeUtc,
      (If(Flow.StartDateTimeUtc >= GetDayOfWeekOccurrence(1,-1,Year(Flow.StartDateTimeUtc),3,1,0,0)
               and Flow.StartDateTimeUtc <= GetDayOfWeekOccurrence(1,-1,Year(Flow.StartDateTimeUtc),10,1,0,0),
               60,
               0)
   )
)

However, when I put this to test the flow doesn't follow the correct path at the correct time.

If I change the logic (swap the 60 and 0 around - i.e. 0,60), it unexpectedly works (as least in BST as we are now!). To me this logic should have calculated to UTC+0 (i.e. incorrect).

I've done a number of tests which also yield unexpected results:

  1. Setting the Schedule Group time zone to GMT means the original 60,0 version works.
  2. With BST as the time zone in the schedule group, setting a closed event +1hr means the original 60,0 version works (as in the closed event is set 1hr later than your'd want it 5pm to close at 4pm).

This suggests to me that there is either....

  1. An issue with the calculation above (and the logic is out).
  2. The system is taking into account the Schedule Group Time Zone (which it suggests in help it does not) and 60,0 is adding another hour (BST+2).
  3. UTC on the system is not correct.

For reference we're using the Cloud hosted version of the system.

Has anyone any insight into what might be happening here?

Thanks

2

A colleague shared this information:

the Evaluate Schedule Group action will always send the configured time (whether current or based off an expression) as a UTC time, and the Genesys Cloud backend that actually does the evaluation will additionally consider the time zone set on the configuration and add or subtract hours as needed.

If you believe the expression is not being evaluated correctly, please open a case with Genesys Cloud Care for further investigation.

3

Hello @tim.smith ,

Thanks for the reply.

This is the conclusion I came to so I'm all sorted thanks.

I know time-zones can be a particular nightmare and I may just be missing the overall concept but it might be useful for this article to be updated to include a general note about it.

4