Click transfer at the top right hand side of the page.

Now we need to pick the User. Click "Please select a user"

Pick the User you would like to transfer the interaction to. Let's transfer this to 'Another Agent' (our fictitious user).

Another Agent
 Another Agent
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We can see the agent availability & capacity underneath the agent name. In this scenario. Another Agent can handle 2 chats or 1 video call. Currently Another Agent is offline as shown by the red indicator by their name.

We now need to authorise the transfer. To authorise this, type the input from the box above. This is usually the agents name.

Click "Confirm" to complete the interaction transfer.

Select the queue by clicking "Please select a queue"

Pick the queue. Let's use 'Another Queue' for this transfer.

We can see the Users in the queues and queued interactions by the icons on the right hand side. 

Click the filed and enter the confirmation. This is usually the queue name.

Click "Confirm" to complete the transfer.

The transfer confirmation is configurable in the company settings. Account holders can turn this functionality off if required.