Overview: which connections are available?

With a connection, Teamlead fetches data from another system, such as call data from your telephony or leave balances from AFAS. This way you never enter anything twice and your planning is more accurate.

Where do you find the connections?

1. Click the cog icon at the top right and choose Settings.
2. Open the Connections tab.
3. You see cards in three groups: Contact centres, HR systems and Other. Click a card to set up the connection.

Which connections are available?

Single sign-on (SSO) is not among the cards. Teamlead sets this up for you (see Single sign-on (SSO) with Microsoft).

• Forecast: Teamlead uses historical call data per queue and calculates how many employees you need per quarter hour.
• Adherence: Teamlead receives the live status of employees and compares it with the schedule.

What you see for a telephony connection

• Forecasting and Adherence: toggles that let you choose what the connection does.
• Queues with target values: After-call work time, Service level, Average call time, Speed of answer and Max occupancy. Teamlead fills them in beforehand. If you change them yourself, your values are kept.
• You then link a queue to a skill in a staffing template, under Data sources.
• Employees: Teamlead links users from the telephony system to employees by email address. If the address is different, choose the employee yourself under Profile.
• Status mappings: for each status from the telephony system, you choose the Status in Teamlead (Available, On a call, After-call work, Unavailable, Logged off or Unknown) and the Skills counted as adherent. Teamlead creates a default set when you switch the connection on.
• Next to the title you see Synchronising, Connected or Error. For Error, you see the reason when you hover over it.
• Not fully set up: Teamlead is still fetching the call history or calculating the staffing template. Fetching runs in batches in the background and can take hours to days. Calculating the staffing template can take up to a day.

Changed the target values?

A staffing template calculates with the target values from the moment you created it. Apply new target values like this:

1. Open the queue, change the target values and click Save.
2. Open the queue again and click Recalculate staffing.
3. Teamlead applies the new target values to every staffing template that uses this queue. Staffing from today onwards is recalculated; earlier days stay the same. This runs in the background and usually takes a few minutes.

Good to know

• As the administrator of the location, you set up the connections yourself. For a telephony or AFAS connection, Teamlead helps you with this.
• A connection belongs to the selected location. Each location can have one connection per system. AFAS can cover several locations. Leave balance and AI assistant apply to the whole company.
• If a card shows Not available, the connection is not part of your subscription. Email support@teamlead.io to add it.
• Teamlead never shows passwords and keys again after saving. Leave the field empty to keep the saved value.
• The Adherence menu item appears as soon as the location has an active connection with adherence. Ringover does not count for this.

Not working?

• Is an employee's status not coming through in adherence? Check in the Employees table whether the right employee is linked. The cause is often a different email address in the telephony system, a second (old) account, or a new employee who has not been linked yet.
• Can't see the card for your system? Email support@teamlead.io.

See also

• Setting up staffing templates
• Forecast: required staffing from telephony data
• Tracking adherence
• An employee keeps showing red in adherence