For some time now, users have been redirected out of the queue if one of our helpers hasn’t accepted their chat after 4 minutes. Obviously this is a very short amount of time given the number of requests we can get and the fact that we usually only have a handful of volunteers on to answer them. We’ve wanted to raise this limit but haven’t been able to figure out how.
I’ve heard back from Jive support today, and it seems that there was a setting I was overlooking. There are actually several places to set a timeout, but they are defaults that are inherited by new queues. I had to dig in to the queue settings to change this timeout on an existing queue. A very big thank you to Chase from Jive for figuring this out!
As I said this should be fixed now. If anyone still has any problems with dropping from the queue before 10 minutes please let us know, either here or on irc.mozilla.org in #livechat.