Currently i am not able to see if the customer has abandoned the chat or if the chat has timed out due to the customer moving between screens on a mobile. (seems to be 3 minutes after the event)

Knowing if the customer has left a conversation when they swipe away the chat window would improve the overall handling time for the agent and prevent agents from speaking to a customer that's left the conversation.

Being able to see if the customer is actively engaged with the chat window would allow agents to focus on conversations with active customers.

Some for of ping request to check the session is still active and provide agents with notifications would be an advantage.

Thanks