I'm looking for support on how to differentiate the agent and visitor triggers. When creating an online chat rescue trigger (eg. for when the agent falls idle/ends chat for an unexplained reason), we set a condition of 60 seconds of being idle after the visitor had been served. However, this condition proved to apply to the visitor being idle for 60 seconds as well. Has anyone else had this experience/ advice on how to correct this so that the 60 seconds only apply to the agent?
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