A chat work item can be transferred back into a queue or directly to another agent. To transfer a chat, click the Transfer button.
This will open up a new window. Select either a chat queue or agent.
Use the drop-down to select the queue or agent you would like to send the chat to, then click Submit to transfer the chat. The active call will be disconnected.
Only agents in Available state will appear
The Transfer feature must be enabled for the agent. See CT Suite administrator for details.