Genesys Cloud
Contactable time sets — create custom-named time zone

In a future release, Genesys Cloud will introduce the ability to create custom-named contactable time sets mapped to standard Internet Assigned Numbers Authority (IANA) long-form time zones (for example, America/New_York). Administrators can define specific dialing windows, such as 9:00 a.m. to noon or 1:00 p.m. to 5:00 p.m., and assign each window a unique name (for example, America-NewYork-Morning or America-NewYork-Afternoon).

These named time sets can then be referenced in contact lists through a designated field, allowing outbound dialing campaigns to apply more granular and context-aware contact rules. Previously, administrators used existing short-form time zones and customized them to simulate unique dialing windows. With this enhancement, they can now create and name time sets directly, providing more flexibility to manage outreach schedules across regions and customer segments.

This update helps improve control, compliance, and precision in outbound dialing by supporting multiple contact windows within the same time zone and tailoring engagement to specific customer needs.