PureEngage On-Premises

Hi all,

Does anyone know what is the Explanation/definition of "Expired" (highlighted in red) in the below screenshot on the Pulse view?

The customer received that and would like to understand what that refers to.
We don't see this very often and I could not find an explanation/definition on Pulse as well.


Regards
Emile

Also looking to confirm how agents get into this Expired state, it appears to be a default state after a chat gets dropped or rejected.  Can anyone confirm?