15. Setting Up Response Time and Pre-Expiration Warnings

This feature allows you to:

• Set a response deadline for Omni sessions (1). For example, if you set it to 30 minutes, the session will be considered overdue if the employee does not respond within 30 minutes.

• Set a pre-expiration warning (2). For example, if you set it to 5 minutes, the assigned employee will receive a warning notification 5 minutes before the response deadline expires.

1/ To set this up, follow these steps:

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

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

Step 3: Enter the time for the Session Response Deadline and Pre-Expiration Warning

Step 4: Select Activate

Step 5: Click Save

2/ Display Interface on the System

When the session exceeds the time limit set in (1), an expired interface will be displayed."

When the session reaches the time limit set in (2), an interface indicating it is about to expire will be displayed: the session time will be highlighted in red.

3/ Notes:

• The session will only start counting the expiration time after it has been assigned to an employee.

• Within the time frame before expiration, when the employee responds to the session, the expiration notification will be removed.

• There is a filter for 'Expired' messages for sessions that are not yet completed.