13. Configuring the Timeout

Guide to Configuring the Timeout for Changing the Assignee When There Is No Response to the Session:

After the set timeout period, if the assigned agent does not respond, the session will automatically be reassigned to another agent according to the assignment rules.

Step 1: Go to setting

Step 2: Select omni

Step 3: Select Other Settings.

Step 4: Enter the desired maximum session timeout (in minutes).

Step 5: Enable the feature.