AI Assistant terminology glossary
Updated today
One canonical name per thing in TrackFlo, the older names it may still be called, and the informal wording customers use for it. Match a reader's words to the canonical name in the first column, then answer using that name.
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Configuration
These three are confused with each other constantly. The retired names are still in circulation and in older material, so match them but never answer with them.
Canonical name | Also called | What it controls |
|---|---|---|
Tracking Board Exclusions | load filters (retired) | which loads appear on the workflow boards; an excluded load is still ingested and still found by Load Search |
Visibility Filter | visibility groups (retired) | which users can see which loads once they are in TrackFlo |
Assignment Filters | which user owns a load |
Exceptions
Exceptions are the conditions that put a load on the board and drive its color. Readers almost never use the exception name.
Canonical name | Also called | How readers say it |
|---|---|---|
Stationary Too Long | truck hasn't moved; driver's been sitting; we haven't gotten any locations for this load | |
Top Current Issue | Multiple Issues (retired) | what's the main problem on this load |
Location Needed | where's the truck; where are you at; no location | |
Breakdown | flat tire; deflated tire; truck broke down | |
Wrong Direction | he's going the wrong way | |
ETA Drift | the ETA keeps changing | |
At Pickup Too Long | checked in for two hours and still no door | |
At Delivery Too Long | they're still not unloading my driver | |
Dispatch Needed | no driver on it yet | |
Late to Pickup | late to pick up; past pickup time | |
Late to Delivery | late to delivery; in route late five hours | |
ETA After Delivery | won't make the appointment; are they good for the appointment | |
Pre-Pickup Update | need an update before pickup | |
Pre-Delivery Update | need an update before delivery |
Board and views
Canonical name | Also called | How readers say it |
|---|---|---|
Main Tracker Board | the board; my board | |
Custom Tracking Boards | Custom Boards | my own board; filtered my way |
My Assigned Loads | my loads | |
Triage Workflow | working the list down | |
Today Workflow | what I have to do today | |
Status Workflow | moving statuses along | |
Active Loads | everything I'm tracking | |
Customizable Big Numbers Layout | Big Numbers | the tiles at the top |
Private Load Page | the load page |
Readers describe working the board by color, not by state name: reds and yellows are open exceptions, green means solved, gray means managed with a follow-up set. "Work the board to zero", "work their way down the list", and "get everything to green and gray" all describe the same workflow.
Assignments and ownership
Canonical name | How readers say it |
|---|---|
Assignment Schedules | schedules; shifts |
Assignment Filters | filters; assignment by customer |
Round robin assignment | round robin; spread it out evenly |
Filter Hierarchy Number | which filter wins |
Unassigned loads | who's gonna track those |
Readers describe ownership in terms of their own split of work: pickups versus deliveries, by customer, by account, or by shift. When someone asks "who owns this load", they are asking about Assignment Schedules and Assignment Filters.
Outreach and automation
Canonical name | Also called | How readers say it |
|---|---|---|
Outreach Rules | AI Outreach Rules; Outbound Automation; Outreach Automation | the automation; the agent; auto texts |
Carrier Tracking Request | asking the carrier for tracking | |
Pre-Pickup Driver SMS | texting the driver before pickup | |
AI Voice | the robot calls; auto calls | |
Inbound Voice Agent | Inbound Driver Call Line | when the driver calls in |
Stale Location Check | chasing a location | |
Quiet Hours | not blowing up their phone at night | |
Multi-Update Extraction | pulling everything out of one message | |
Risk Signals | flagging the bad ones |
Readers raise two concerns about outreach more than any others: whether it will contact someone another system already reached, and how much stays human. Answer both with stop conditions and with what outreach never touches.
Documents and detention
Canonical name | How readers say it |
|---|---|
POD Scanning | reading the bills; really crappy handwriting |
BOL Collection | getting the BOL |
POD Follow-Up | chasing paperwork |
Detention Workflow | can we get detention approved |
Detention Audit | detention leakage; money we're leaving on the table |
Measurement
Canonical name | What it measures |
|---|---|
Shift Objectives | the targets set on an assignment schedule |
Shift scorecards | a tracker's performance against those targets |
Assignment Metrics | how evenly loads are distributed across users |
Tracker Performance Metrics | individual tracker activity |
Tracking Workload Management Dashboard | load balance across the team |
Human vs. AI Automation Dashboard | which work was done by a person and which by automation |
AI Automation ROI Dashboard | the return on automated work |
Customer Service Scorecards | service performance by customer |
Carrier Service Scorecards | service performance by carrier |
Lane Service Scorecards | service performance by lane |
Service levels
Service levels change how a load is treated. The ones in use are USPS, Standard, Reefer, No-Contact Carrier, Drop Trailer, and Power Only Loadout.
Terms readers confuse with each other
Each pair below gets conflated in real questions. Name the difference before answering.
Assignment rules and outreach rules are separate systems. Assignment decides who owns a load. Outreach decides who gets contacted.
Tracking Board Exclusions, Visibility Filters, assignment filters, and board filters are four different things: what appears on the boards at all, who can see it, who owns it, and what one person's view shows.
Assignment Metrics, shift scorecards, and Ops Intelligence scorecards measure distribution of work, tracker performance, and freight service performance respectively.
Shift Objectives and shift scorecards are the targets and the results against them.
Custom Tracking Boards and role homepages are a saved filtered view and a landing page for a job function.
Where to look first for common questions
These questions arrive constantly and have a reliable order of causes.
A load isn't on the board. Check Tracking Board Exclusions, then Visibility Filters, then assignment filters, then the pickup and delivery window, then service level.
Metrics look wrong or empty. Updates made in the TMS do not count toward scorecards, and assignment setup is required before team metrics populate.
Will automation duplicate outreach another system already sent. Answer with stop conditions.
Who owns this load right now. Answer with assignment schedules, and state whether ownership changes mid-shift.
Does this happen in TrackFlo or the TMS. The most common underlying question of all. Name which system owns the action and what syncs back.