AWA work items & interactions - how do correctly transfer or re-assign to others in the same queue?

[Keszia]

We're facing an issue that hasn't been a problem prior to upgrading to Yokohama. We have a small IT Support queue where there is often one dedicated Live Agent available. Sometimes, the queue gets busy and others in the queue will stay offline but manually assign interactions to themselves, which cancels the associated work item.

The problem this now creates is that the system timeout properties and system closure behaviour isn't working on interactions that have been manually assigned. As best practice, they reassign the oldest un-accepted interaction first (the first 6 are automatically assigned to the available Live Agent).

What is the best way to handle this situation?

If an available Live Agent is preoccupied with interactions/work items, how should another Live Agent re-assign them to themselves?

[RaghavSh]

@Keszia When interactions is assigned manually, i believe time out is out of question, correct?

Can you explain bit more on closure behaviour is not same on interaction?