Genesys Cloud enables agents to place a new call while on hold with a current call. While on a call, agents can click "Start a new call" to place a new call on behalf of a queue by entering the queue name and contact information. Genesys Cloud places the previous call on hold and displays all calls in the Conversations roster. Agents can switch between calls by selecting a call from the list to place on hold or take off hold. Only one call can be active at a time. Agents must end calls and complete after contact work by clicking "Done" to complete each interaction.