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In this example the agent has the option to push the request back into the queue to the next most suitable agent or accept the interaction. This can be configured to your requirements.
NB: If the agent does not accept the chat within a given time frame, it will go back to the queue automatically. This is a failsafe for agents who may not manage their status/presence correctly. See this setting in the below section https://cytrack.atlassian.net/wiki/spaces/CSD/pages/300351538/Configuring+CyCX+for+Web+Chat#Set-CyChat-Options
On accepting the chat, the agent can also see prenence of other agents and can transfer and/or invite additional agents to participate in the chat. All chat context will be available to such additional agents.
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