We currently have the OOB for Controlling idle live chat sessions, however this timer is tracking user idle time and a reminder can be set at particular intervals.
https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/conversational-i...
However we dont have the same for agent. There are multiple cases where agents are idle and not going back to user on time. E.g. Checking for solution, Busy with different chat, Technical issues like laptop hung etc. Regardless to the reason, if the agent is idle and unable to respond to user in 5 mins, the chat should reroute to next available agent.
Is this possible in agent chat?
