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.
Note:
Only agents in Available state will appear
Note:
The Transfer feature must be enabled for the agent. See CT Suite administrator for details.