how many agents do you have in the workgroup/queue?
the way you are configured now, a customer will sit on the spinning “routing chat” page for 240 seconds. During that time, fastpath will route to the first available agent, giving that agent 20 seconds to read the customers question and accept the chat, let it timeout, or reject it.
If the agent Accepts, then they chat with the customer.
If the agent rejects, then the chat request goes back into the queue and gets routed to the next available agent. If no other agents are available, then after the “Expire Agent Rejection” time passes (20 seconds), then it will re-ask the same agent again. This will repeat up to 3 times (Times to overflow before cancelling request) before the customer gets the “can’t route” page and it eitehr presents the email form (if configured) or says to try later.
If the agent lets the chat request expire, the same exact thing above happens as-if they rejected it.
So, it’s normal to have a chat bounce back to the same agent per your configuration.
Also, make sure your settings match accross the board unless you have good reason not to. For example, Default maximum chat sessions per agent should be 4 everywhere if that’s what you want. Helps in troubleshooting to have the master, workgroup, and queue settings match.