Midnight break

The midnight break is the break point between the workdays for a skill. Use midnight as the midnight break if the workloads close before or at midnight. Define the midnight break to the actual time the workday ends if the workloads close after midnight.

The purpose of the midnight break is to achieve a separation of the dates that is more realistic than to assume that midnight is the break point. For example, calls coming in just after midnight are sometimes more related to the previous day. Moving the midnight break makes it possible to create an intraday distribution pattern that extends past midnight.

EXAMPLE

The open hours are 07:00 AM to 12:00 AM. The midnight break is set to 12:00 AM.
The open hours are 07:00 AM to 02:00 AM. The midnight break is set to 02:00 AM.
The skill is open 24/7. The midnight break is in most cases set to 12:00 AM.
The skill is open 24/7 and the flow of calls is still high past midnight but dies down around 03:00 AM. The midnight break can be set to 03:00 AM.

NOTE

Possible values for the midnight break are between 12:00 AM and 08:00 AM.
The midnight break for a skill cannot be changed. If you need to change it, a new skill must be created.
The midnight break is used for forecasting purposes only. Reports are still based on dates.
Agents' shifts belong to the date they start in their local time zone. The open hours for a workload cannot extend past the midnight break.

When importing queue data, the open hours are automatically adjusted. Therefore, if the midnight break is not set at midnight for the skill connected to the queue, make sure that the import file only includes the intervals that belong to the date for which you are importing queue data.

EXAMPLE If the midnight break is set at 2:00 AM for a skill, make sure that the import file doesn't contain queue data for the intervals before 2:00 AM on the first day for which you are importing queue data.