Employees Overview

The Employees section is where you manage the people Cognivox can use when handling calls, enquiries, appointments and call transfers.

Each employee has their own configuration, allowing Cognivox to understand who they are and what actions can be performed for them.

Employee information

An employee can be configured with information such as:

• Name and contact details
• Job title and department
• Time zone
• Active status
• Appointment availability and duration
• Calendar connection
• Call transfer settings
• Transfer working hours
• Holidays and absences

Appointments and calendars

Employees who accept appointments can be configured with their appointment settings and calendar.

Cognivox can use this information to check availability before offering or booking an appointment.

Depending on your configuration, employees can use the built-in Cognivox Calendar or a supported external calendar integration.

Call transfers

Employees can be configured to receive transferred calls.

Transfer availability can be controlled using the employee's Transfer Working Hours.

These hours are based on the employee's selected time zone.

Cognivox will only transfer calls during the configured transfer hours.

Holidays and absences

Employee holidays and other absences can also be recorded.

Calls will not be transferred to an employee during a configured absence period.

Keep employee information current

Keep employee records up to date whenever an employee's role, contact details, availability, calendar or working arrangements change.

Accurate employee information helps Cognivox handle callers correctly and avoid offering appointments or transferring calls when an employee is unavailable.