Desktop: Client's system clock should be synchronized to the Finesse server system clock.

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Client's system clock should be synchronized to the Finesse server system clock

Problem Summary Fields that display a duration on the Finesse gadgets will have incorrect values unless the system clock on the agent or supervisor desktop is synchronized with the Finesse server system clock, accounting for the time zone difference between the server and the agent or supervisor desktop. 
Error Message None
Possible Cause

For fields that display a duration, such as the Time in State field in the Team Performance gadget and the Max Time field in the Queue Statistics gadget, Finesse server publishes a time stamp in UTC format. The time stamp is then converted to a time stamp in the local time zone of the agent or supervisor desktop and duration is computed by comparing it with the current local time.

If the system clock on the agent or supervisor desktop is not synchronized with the system clock on the Finesse server, the duration will be incorrect.

Note: The desktops do not need to be in the same time zone as the Finesse server but the clocks must be synchronized. For example, if it is 3:00 P.M. on the Finesse server in California, it must be 6:00 P.M. on the agent's PC in New York (not 6:03 P.M. or 6:05 P.M.).

Recommended Action
  • Synchronize the system clock on agent and supervisor desktops to the Finesse server system clock.
  • Use a common NTP server between server and client.
Release Release 9.0(1)
Associated CDETS # N/A


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