During an ongoing chat, the system integrates a timer notification on chat grid to the left of agent console. This is as shown below-
This timer notification will continue to run unless a new message is triggered either from agent’s console or from visitor’s end. As soon as a new message is sent by either side, the timer notification resets to zero and starts running from there again.
Further, the timer notification will reset to zero even if the messages are sent by supervisor on behalf of an agent.