Imagine the following structure:

1. We have defined a set of queues, with some agents assigned to them, so conversations will be routed properly.
2. We have defined a parallel set of queues for internal support (consultation) with some agents assigned too.We have created them as queues because we want to guide users to appropriate agents when requesting for consultation. (For example, we have created a Payments Consultation Queue, so agents know that they can search for this queue when looking for an available payments consultation agent)

It would be interesting to restrict those queues so no work item could be routed or transferred into them, since the responsibility needs to be maintained in the agent that is handling the conversation and not in the support agent could potentially attend a consultation.