Assigning Employees to Departments

Employees can be assigned to a department to help Cognivox understand where they work within your organisation.

For example:

• Sales
• Technical Support
• Accounts
• Customer Services
• Administration

Assign a department

Open the Employees section and select the employee you want to configure.

Select the appropriate department from the employee's Department field and save the employee.

Only departments belonging to your company should be available for selection.

Why department assignments matter

Assigning employees to departments gives Cognivox additional information about each employee's role within the business.

For example, if a caller says:

"I'd like to speak to someone in Technical Support."

Cognivox can use the department information to help identify employees associated with Technical Support.

Choose the most appropriate department

Assign the department that best represents the employee's primary role.

For example:

• Sales Manager → Sales
• Support Engineer → Technical Support
• Accounts Administrator → Accounts

Job titles and departments work together to give Cognivox a clearer understanding of the employee's responsibilities.

Changing an employee's department

If an employee moves to another department, edit their employee record and select the new department.

Keep these assignments current so Cognivox does not associate employees with areas of the business where they no longer work.

Inactive departments

Do not assign new employees to an inactive department.

If an employee is currently associated with a department that has been deactivated, review the employee and assign them to an appropriate active department where necessary.

Departments and call handling

Department membership can help Cognivox determine which employees may be relevant to an enquiry.

The employee's own configuration still determines whether other actions are available, such as appointments or call transfers.

Being a member of a department does not automatically make an employee available for a call transfer or appointment.