Does case assignment respect sample timezone?

Asked by Tyson McCarney on 2020-07-16

Hello again.

I just had a quick question about case assignment. I did a quick search through the previous answers but was unable to find anything that referenced this.

I have some sample that has a "state" value so each record has its correct timezone applied. I can see in the callbacks that its showing the cases current time properly based on this state value. My question is about case assignment to the operators for sample that has a timezone applied. Does case assignment respect the timezone set for a given sample record when comparing to the call restriction times? Or is call restriction time only meant to restrict an operators active hours and not sample.

ex. If i'm dialing a number that has the neighboring timezone that is +1 hour from the operators timezone/default quexs timezone, and my call restriction time is between 9am-8pm, should the sample that was +1 hr become invalid at 7pm?

I want to make sure i'm not miss interpreting this. If I am and its not meant to restrict when a case is valid, does quexs currently allow for cases to be restricted to an hourly range based on that cases sample timezone?

Thanks

Tyson

Question information

Language:
English Edit question
Status:
Answered
For:
queXS Edit question
Assignee:
No assignee Edit question
Last query:
2020-07-16
Last reply:
2020-07-20
Adam Zammit (adamzammit) said : #1

Hi Tyson,

"Call restriction times" apply to respondent time based on the timezone set in the sample. It is regardless of interviewer time. It was implemented due to a rule in Australia not allowing a person to receive a cold call, even for research purposes outside specific times. Appointments can override this.

Adam

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