Agents (especially our tier one) are frequently confused by the differing time stamps on tickets (ie UTC vs local time).
A great & simple solution is to *** label the UTC timestamp "UTC" & the local timestamp with the correct local time zone (ie "CDT")***
My tier one was so confused about this after the daylight savings time change, we opened a help ticket.
Please consider this simple change to lend clarity. Thanks much!
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