Teamlead is a workforce management (WFM) solution that helps customer service teams plan staffing, monitor accessibility, and improve performance. The Teamlead x Ringover integration connects Ringover contact-center activity with Teamlead workforce planning to give a unified view of workload, staffing, and performance (real time and historical).
This integration is activated by Teamlead support. After you share your Ringover API key via the Teamleader Servicedesk, Teamlead enables the connection.
Functional scope
- Use Ringover call activity (volumes, durations, peak moments, waiting times, missed calls) to support workforce planning in Teamlead.
- Improve forecasting and align schedules with demand using historical call volumes.
- Combine Teamlead scheduling data with Ringover availability/call status for a real-time staffing overview.
- Support performance monitoring (productivity vs schedule, availability vs workload, service-level tracking).
- Reduce manual reporting with centralized, up-to-date information.
Prerequisites
- You must have a Ringover account with access to the Developer section and the API page in the Ringover Dashboard.
- The setup should be done by a Ringover admin (or a technical user) who can create API keys and manage API permissions.
- You must be able to create a ticket in the Teamleader Servicedesk to request activation.
I. Configuration in Ringover
To connect Ringover with Teamlead, you first need to create a Ringover API key and copy it to send to Teamlead support.
Open the Ringover API page
Log in to your Ringover Dashboard, open Developer, then click API in the left-hand menu.
- Create an API key
- Click Create API Key
- Select the appropriate account/user, then name the key Teamlead WFM
- Configure the API permissions as required for the integration
Copy the API key
Copy the generated API key. You will paste it into your Teamlead ticket.
II. Activation in Teamlead
Teamlead activates the connection after receiving your Ringover API key.
Create a ticket in the Teamleader Servicedesk
- Create a new ticket in the Teamleader Servicedesk
- Paste your Ringover API key into the ticket description
- Clearly mention RINGOVER in the ticket
- Teamlead support typically enables the connection within 8 hours
Done!
Once Teamlead confirms activation, your Ringover data can be used in Teamlead for WFM insights and planning
III. How it works
After activation, Ringover contact-center data and Teamlead planning data are combined to provide a unified view of workload, staffing, and performance, both real time and historically.
- Forecasting and scheduling: historical call volumes help Teamlead model workload and create more accurate forecasts and schedules aligned with demand.
- Real-time staffing visibility: Teamlead shows who is scheduled, while Ringover indicates who is available or currently on a call, helping teams react faster to peaks.
- Performance monitoring: use Ringover statistics together with Teamlead data to track productivity, availability, and service-level outcomes.
Example of use:
Calls received through your Ringover IVR are automatically fed into the Teamlead staffing template. This allows you to monitor call activity and anticipate workload, helping you adjust staffing levels and allocate agents more efficiently.
Troubleshooting
Q. The connection is not active yet. What should I check?
- Confirm you created a Ringover API key and copied it correctly.
- Verify your API key was submitted via a Teamleader Servicedesk ticket and that RINGOVER was mentioned.
- If more than 8 hours have passed, follow up on your ticket with Teamlead support.