12. Setting Up Response Time and Pre-Expiration Warnings

This feature allows:

• Thiết lập thời hạn phản hồi cho session Omni (1). Ví dụ thiết lập 30 phút, thì sau 30 phút nhân viên Setting a response time limit for Omni sessions (1). For example, if you set 30 minutes, after 30 minutes without a staff response, the session is considered overdue

• Setting a warning before the response time expires (2). For example, if you set 5 minutes, 5 minutes before the response time in (1) expires, the assigned staff will receive a notification warning that the session is about to expire

1/ To configure this feature, users should follow these steps:

Step 1: Go to Settings -> Omni -> Other Settings

Step 2: Go to Session Configuration -> Response Time Configuration

Step 3: Enter the time for the session's Response Time Limit and the Warning before expiration

Step 4: Click enable

Step 5: Click save

2/ Display interface on the system

When a session exceeds the time limit set in (1), an overdue interface will be displayed

When a session approaches the time limit set in (2), an almost overdue interface will be displayed: the session's time will be highlighted in red

3/ Notes:

• The session only starts counting overdue time after it is assigned to a staff member

• Within the non-overdue period, if the staff responds to the session, the overdue notification will be removed

• There is an Overdue filter for unfinished sessions