Survey not appearing after the chat is terminated

Summary

Once the chat with customer is completed and agent clicks on terminate button from OSC console then survey doesn't appear

Content

I and my teammate is able to get survey once the agents clicks on terminate button to disconnect the chat but my 3rd teammate and a customer is not getting the survey. They are just staying on the same chat page and getting a Close button which is nothing but rn_ChatDisconnectButton on clicking it the survey is redirected. I checked the chat business rule and it's mentioned 100%.

We are using google chrome for this and I even compared the chrome version with mine and it's same. Does anybody have any solution or pointers to solve the issue. How can I troubleshoot the issue.