Agents require the ability to transfer a digital interaction easily and directly to another agent. This functionality is currently unavailable in 'My Messages' (Routing Mode) without the creation of personal queues for agents.

However, personal queues are not always a viable option because they:

• Substantially increase the Level of Effort for both initial implementation and ongoing maintenance.
• Overcomplicate Analytics and Reporting, as interactions for a single channel are spread across multiple queues, which significantly hinders effective analysis.
• Pose a risk that interactions could be missed or lost in the event of an unexpected employee absence if forwarded to a personal queue

Should such a feature be implemented, I would like to suggest that functionality is included to automatically requeue the interaction to the initial queue if the assigned agent does not accept it within a specified timeframe (e.g., 'x' seconds, minutes, or hours).