Genesys Cloud – Expanded IANA time zone support for Operating Schedule Groups

Genesys Cloud will expand the available IANA time zone options in Operating Schedule Group and Site settings instead of relying on a manually maintained subset. This change will allow new or updated time zone identifiers from the underlying IANA time zone database to become available without requiring a separate Genesys Cloud product update. Existing configurations will continue to work as they do today.

What’s changing

• Expanded time zone options – Operating Schedule Group and Site settings will display the applicable time zone options available from the underlying IANA time zone database instead of a manually maintained subset.
• Time zone updates – New or updated IANA time zone identifiers will be able to flow through without requiring a separate code or configuration change to add each time zone.
• Existing configurations – Existing Operating Schedule Group and Site configurations will continue to function as they do today.

Why this matters

Regional time zone rules can change, and a manually maintained list can require Genesys Cloud product updates before customers can use new or updated time zone identifiers. Using the available IANA time zone options directly makes these updates available more consistently and reduces the need for product-specific changes when regional time zone rules change.

Customer action required before November 1, 2026

British Columbia and Alberta are adopting permanent Daylight Saving Time on November 1, 2026. After this change, the America/Vancouver and America/Edmonton time zones will diverge from America/Los_Angeles and America/Denver during the winter.

Customers who use America/Los_Angeles for locations in British Columbia or America/Denver for locations in Alberta in their Operating Schedule Group or Site configurations must update those configurations to America/Vancouver or America/Edmonton, respectively, before November 1, 2026. If customers do not make this change, affected routing and schedule windows may be off by one hour after the regional time change takes effect.