We receive two kinds of what appear to be intentional timeouts. If a customer has navigated to a site or has an active tab that is not in something where we have co-browse available, the agent will eventually timeout. Additionally, If the agent is inactive for a duration (don't know exactly how long as we've only seen this message once while testing) the customer will get a timeout message that the session has disconnected due to agent inactivity. These weren't drops, the messages on the screen indicated they were timeouts.
Hi Dan, these timeouts that you have mentioned, are they during a chat session or during a co-browse session ? The original post was around Chat. If you are seeing timeout and disconnects during a co-browse session, that's a completely different topic. I think you may want to open a ticket with GCS to investigate. Both posts that you made today seem to be centered around co-browse issues and should be reported to GCS.