On live chat (Conversation distributions), when an assigned rep fails to engage with the visitor, they're currently credited back (their RR position is refunded) and remain at the top of the rotation. The reroute option can serve the visitor with the next available rep, but the original assignee keeps being picked on subsequent chats.

Request: don't credit the rep back when they don't attend the chat. Treat the assignment as having counted (+1) regardless of whether they engaged, so an online-but-disengaged rep moves down the rotation like any other assignee.

Why it matters: an online-but-disengaged rep currently holds the top RR slot indefinitely, which distorts fair distribution. Engaged reps end up doing the chat work while the disengaged rep keeps sitting at next-up without consequence.