An email work item can be transferred to back into a queue or directly to another agent. To transfer an email, click the Action button, then a drop down will appear. Click Transfer Email.
This will open up a new window. Select either a mailbox, queue or agent.
Use the drop down to select the queue, mailbox, or agent you would like to send the email to, then click Submit to transfer the email. The active call will be disconnected.
The Transfer to agent feature may not be available in your version. It must be enabled by your CT Suite administrator.