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Campaigns

Creating and configuring campaign workspaces for your QA programs

#What is a Campaign?

A campaign is the central organizing unit in TotalView. It defines:

  • What to evaluate — the quality checks the AI runs on every call
  • Who has access — which team members can view and manage calls
  • How to score — severity levels, flagging thresholds, and scoring weights
  • Where calls come from — manual upload, API, or SFTP

Think of a campaign as a QA program with its own rules and team.

[SCREENSHOT: Campaign detail page showing KPI cards and analytics]

#Viewing Your Campaigns

  1. Click Campaigns in the sidebar.

  2. You see a list of all campaigns you have access to. Each campaign card shows:

    • Campaign name
    • Call count and completion rate for the selected period
    • Average quality score with a 6-week sparkline trend

  3. Use the time period picker to change the date range for stats.

  4. Click a campaign to open its detail page.

Note: Managers see only campaigns they are assigned to. Compliance Officers and above see all campaigns. See Role Access below.

#Creating a Campaign

  1. Navigate to Campaigns and click Create Campaign.

  2. Enter a name — something descriptive (e.g., "Inbound Claims Calls").

  3. Enter a description (optional) — helps your team understand the campaign's purpose.

  4. Choose a template (optional) — templates come with pre-configured quality checks for common use cases. You can modify them after creation.

  5. Click Create.

Your new campaign is empty and ready for configuration. The next steps are:

  1. Add quality checks to define what the AI evaluates
  2. Upload calls to start analysis
  3. Optionally, configure advanced settings (see below)

#Campaign Detail Page

The campaign detail page is your analytics hub for a single campaign.

#KPI Cards

Four metrics appear at the top:

KPI What It Shows
Avg Quality Score Mean score across completed calls (color-coded: green ≥80, amber ≥60, red <60)
Calls Total call count in the period. Links to the call list or upload page if zero.
Review Backlog Number of calls awaiting review (amber if >0, green if all reviewed)
Completion Rate Percentage of calls that completed the full analysis pipeline

#Analytics Charts

When you have completed calls, the detail page shows:

  • Score Distribution — Breakdown of calls by quality tier (Excellent, Good, Fair, Poor)
  • Agent Comparison — Leaderboard of agents by average score within this campaign
  • Top Failing Checks — The quality checks that fail most often (up to 10)
  • Agents at Risk — Agents scoring below the 70% threshold
  • Recent Calls Matrix — Last 5 calls showing pass/fail status per quality check

#Recent Calls

The bottom section lists the 5 most recent calls with:

  • File name (clickable to open the call detail)
  • File size
  • Processing status badge
  • Upload date
  • View button

Click View all calls to see the full call list with filtering.

#Campaign Settings

Access campaign settings from the campaign detail page by clicking Settings (or the gear icon).

#General Settings

  • Campaign name — rename your campaign
  • Description — update the purpose description

#AI and Transcription

Setting Options Default
Transcription Provider AssemblyAI, Deepgram AssemblyAI
LLM Provider Claude (Anthropic) Claude
  • AssemblyAI — Higher accuracy, asynchronous processing via webhooks
  • Deepgram — Faster processing, approximately 65% lower cost, synchronous

#Audio Configuration

Setting Options Default
Audio Channel Mode Mono (single channel), Dual (separate channels per speaker) Mono

Dual-channel audio produces better speaker diarization (identifying who said what) when your recordings have separate channels for the agent and customer.

#Flagging Rules

Flagging rules determine which calls automatically enter the Review Queue.

Rule Type Description
Score threshold Flag calls scoring below a set percentage (e.g., below 70%)
Critical check failure Flag calls where any critical-severity check fails
Agent flag rules Custom rules per agent (e.g., flag if agent scores below 60%)

Configure these to ensure the most important calls get human review without overwhelming your team with false positives.

#Check Categories

Organize your quality checks into categories (e.g., "Compliance," "Sales Quality," "Customer Service"). Categories help group check results on the call detail page and in reports.

#Campaign Scripts

Attach call scripts or guidelines to your campaign. Agents and reviewers can reference these while reviewing calls.

#Notification Rules

Set up alerts for specific events:

  1. Click Add Rule in the Notifications section.
  2. Choose the trigger — e.g., "When a call is flagged," "When analysis completes."
  3. Select recipients — individual users or by role (all managers, all compliance officers, etc.).
  4. Save the rule.

Recipients receive in-app notifications and optionally email alerts.

#SFTP Configuration

Enable automated call ingestion via SFTP. See Uploading Calls — SFTP Ingestion for setup details.

  • Folder slug — the SFTP directory path for this campaign
  • CSV requirement — whether metadata CSV files are required
  • Batch window — how long to wait for associated files before processing

#API Settings

View and manage API keys for programmatic call upload to this campaign. See Organization Settings — API Access for details.

#Campaign Members

Control who can access a campaign:

  1. Navigate to the campaign's Members section.

  2. Add members by selecting users from your organization.

  3. Members with the Manager role see only campaigns they are explicitly assigned to.

  4. Compliance Officers and above see all campaigns regardless of assignment.

To remove a member, click the remove icon next to their name.

#Segment Filtering

You can filter campaign analytics by a saved segment:

  1. Open a campaign detail page.
  2. Select a segment from the segment dropdown (if any exist).
  3. All KPIs and charts update to show only calls matching that segment's filters.

See Reports, Segments & AI Copilot — Segments for how to create segments.

#Archiving a Campaign

When a QA program is complete, you can archive the campaign instead of deleting it. Archived campaigns retain all data but are hidden from the default view.

#Troubleshooting

#My campaign shows no analytics even though I have calls

Symptoms: Charts and attention cards are empty. Cause: Analytics require completed calls. If calls are still processing, analytics won't appear yet. Solution:

  1. Check individual call statuses — look for Completed status.
  2. If calls show Failed, investigate and retry them.
  3. Analytics data is cached for 10 minutes, so new results may take a moment to appear.

#I can't see a campaign that exists

Symptoms: A campaign doesn't appear in your sidebar or campaigns list. Cause: You don't have access. Managers only see assigned campaigns. Solution: Ask your organization owner or senior manager to add you as a campaign member.

#FAQ

#How many campaigns can I have?

There is no hard limit on campaigns per organization. Create as many as needed for your QA programs.

#Can I move calls between campaigns?

No. Calls are permanently associated with the campaign they were uploaded to. Upload new copies to a different campaign if needed.

#What happens when I archive a campaign?

The campaign and all its data (calls, checks, results) are preserved but hidden from the default view. You can unarchive later.

#Role Access

Action Agent Manager Compliance Officer Senior Manager Owner
View assigned campaigns — Yes Yes Yes Yes
View all campaigns — — Yes Yes Yes
Create campaigns — Yes Yes Yes Yes
Edit campaign settings — — — Yes Yes
Manage campaign members — — — Yes Yes
Archive campaigns — — — — Yes