Agree with all the above comments.

In our case, visitors are returning to the chat long after the agent has left the chat, the chat duration does not take into account the fact that the chat has ended once before. The chat duration then continues to count the 'new' conversation between the same customer and a different agent. This is harming our reports as we see abnormal long durations and the last agent to handle the chat with the customer ends with a very long resolution time.

- Ability to force close/end a chat

- Ability to edit chat timeout period

- If the agent left the chat, the customer should be made aware that the chat is closed, and would have to specifically choose a) my request is not done b) new chat