Glossary
The most important words you come across in Teamlead, with a short explanation.
This list helps you understand the words used in Teamlead and in this knowledge base. The terms are in alphabetical order.
| Term | Meaning |
|---|---|
| Account manager | Extra right for the whole organisation. An account manager creates accounts, invites people and grants rights per location. |
| Adherence | How well employees follow the schedule. Teamlead compares the scheduled skill with the status in the telephony system. |
| Administrator | Employee type for planners and team leads. An administrator creates the schedule and reviews leave for their location. |
| Automatically fill | A feature that fills empty working time in the schedule with skills, based on the staffing template. |
| Availability | The days and times when an external employee can work. They submit these themselves. |
| Break | A skill of the type Break. An administrator sets when breaks may fall. |
| Bulk change | One change made at once for several employees or days, for example a meeting for the whole team. |
| Change | An adjustment to a published schedule: the old skill has been replaced by a new one. You find them under Schedule changes. |
| Connection | A link to another system, such as a telephony system, AFAS or an AI assistant. |
| Continuous scheduling | Scheduling without a fixed shift template. The planner creates the schedule per date and publishes it up to a chosen date. |
| Contract hours | The maximum number of hours per week that someone is scheduled. |
| Day note | A short message for a date, visible above the schedule and on the dashboard. |
| Employable from and Employable until | The period in which someone can be scheduled. After the end date, the person disappears from the schedule. |
| Employee | Someone who is scheduled in the schedule. |
| Employee type | Your role per location: Administrator, Regular (employee) or External. |
| External | Employee type for external employees who work on call. An external employee submits their own availability. |
| Flexible task | A skill that needs a minimum number of hours per day or week, but no fixed time. |
| Forecast | A prediction of the number of calls and the number of employees needed, based on telephony data. |
| Handling | Status of a leave request that shows whether the leave is already in the schedule. |
| Holiday | A day that is marked in the schedule. An administrator decides whether the schedule stays empty that day. |
| Leave balance | How many leave hours someone has left. Administrators see this in Teamlead. |
| Leave request | Your request for leave. An administrator reviews it and puts the leave in the schedule. |
| Location | A department or branch with its own schedule. If you belong to more than one location, you choose one at the top right. |
| Publish | Making a schedule visible to employees. With continuous scheduling, it also shows up to which date (Published until). |
| Queue | A channel in the telephony system where calls come in. The forecast calculates per queue. |
| Review | Status of a leave request: to be reviewed, accepted, denied or withdrawn. |
| Schedule | The current daily schedule of a location, with all changes. On the Schedule page you see one day at a time. |
| Shift | A scheduled block of work for an employee, with a start and end time. |
| Shift template | A fixed schedule that repeats every week or every few weeks. One-off exceptions, such as illness or leave, are in the schedule. |
| Single sign-on (SSO) | Logging in with your own organisation's account, without a separate Teamlead password. |
| Skill | The work you are scheduled on, such as phone or email. A skill is of the type Regular, Leave, Illness or Break. |
| Skill group | A group of related skills with shared staffing. |
| Staffing | The number of people scheduled per skill. Also the page where an administrator adjusts the required staffing for a single date. |
| Staffing template | The minimum and maximum number of people needed per skill, per weekday and per quarter of an hour. |
| Understaffing and overstaffing | Too few or too many people on a skill, compared with the staffing template. |
| Week cycle | After how many weeks a shift template repeats, for example 2 for even and odd weeks. |
| Work location | The place where you work that day, such as the office or home. Not the same as a location. |
| Work times | The fixed times per weekday at which someone can be scheduled. |