Upfirst has two time zone settings. One controls how times look to you in the app. The other controls when your agent's time-based rules apply. Keeping them separate means each agent can follow the hours of the business it answers for, while you see every call in your own local time.
Setting | Where to find it | What it controls |
Time zone | Your name (bottom left) > Account | How times are shown in the app, like your call log and texts |
Agent's time zone | Agents > General | When your agent's greetings, training hours, call transfers and scheduling apply |
Your time zone: how times are shown
This setting changes how times look when you read your calls and texts. It doesn't change anything your agent does.
1. Open your account settings
Click your name at the bottom left of the app, then click Account.
2. Pick your time zone
Scroll down to Other. Choose your time zone under Time zone. It saves as soon as you pick it.
Times in your call log, inbox and text messages now show in this time zone.
Your agent's time zone: when things happen
Your agent uses its own time zone to decide anything that depends on the time of a call. That includes:
Greetings set for certain times or specific dates, like a lunch-hour or holiday greeting
Training restricted by time, like separate open and closed hours
Call transfers restricted by time
Scheduling, including the hours you set for each appointment type
1. Open your agent's General page
Click Agents in the left menu, then click General.
2. Set the agent's time zone
Choose a time zone under Agent's time zone. Then click Save settings at the bottom of the page.
Set this to the time zone of the business the agent answers for. If your office is in Denver, pick Mountain Time, even if you live somewhere else.
Where you'll see it
Anywhere you set hours for your agent, the agent's time zone is shown above the hours. On training and call transfer rules, click Edit timezone to go to the General page and change it.
Running more than one agent? Each agent has its own time zone, so you can run locations or businesses in different time zones from one account. Your New York agent can follow Eastern Time while your Denver agent follows Mountain Time. Your call log still shows every call in your own time zone.
Troubleshooting
My agent uses the wrong greeting, training or transfer at certain times
Check the Agent's time zone on the agent's General page. Your own time zone on the Account page doesn't affect your agent.
Call times in my call log look off
Check the Time zone on your Account page. Your agent's time zone doesn't change how times are shown to you.
Do I need to change anything for daylight saving time?
No. Both settings adjust for daylight saving time on their own.