Basic functions like putting your call on hold, muting the call, transferring taking, notes, etc, are listed at the bottom fold of the widget.
Adding notes
Every call is different and we'll touch upon multiple queries and doubts. Making note of the highlights of your call is the best way to not miss out on important details. You can set a clear context of the call by adding notes for your own reference and also before transferring a call to another agent.
Transferring calls to agents or teams
During some phone conversations, you might feel that another agent might answer a few queries better. You can transfer your call by going to your colleague or even an external number from within the widget. Also, you can get to know if you're transferred call has been picked up or not. Sometimes all agents might be unavailable to pick your call. If the transferred call goes unattended you can resume the call and try to transfer it to another agent.
Conference calls
Sometimes you might want to continue on the transferred call along with your colleague, you can ask the other agent to join you on a conference call.