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Glossary

Quick-reference definitions for every key term in the platform

#A

#Agent

A call center operative whose calls are evaluated by TotalView. Agent profiles exist independently of user accounts — you can track performance without giving the agent platform access. When linked to a user account, agents get a self-service dashboard. See: Agents

#Agent Code

A unique identifier for an agent within an organization (e.g., an employee ID). Used for agent matching during call ingestion. See: Agents

#Agent Dashboard

The personalized view agents see when they sign in. Shows personal performance stats, pending scorecards, coaching packs, and goals. See: Agents — Agent Dashboard

#Agent Flag Rule

A custom flagging rule applied to a specific agent. For example, "flag all calls from this agent scoring below 60%." Configured in campaign settings. See: Campaigns — Flagging Rules

#Agent Linking

The process of connecting an agent profile to a user account, enabling the agent to access the platform and see their own dashboard. See: Agents — Inviting Agents

#Agent Portal

A separate login page for agents. Agents use this instead of the main login page. See: Getting Started — Signing In

#AI Copilot

An in-app AI assistant (also called Scout) that answers natural-language questions about your call data. Access via Cmd+K or the sidebar button. See: Reports, Segments & AI Copilot — AI Copilot

#Attention Cards

Dashboard cards highlighting the campaigns and agents that deserve focus — best/worst performing, most improved, and at-risk. See: Dashboard — Attention Cards

#Audit Log

A record of all significant user actions in the organization, maintained for compliance and security. See: Organization Settings — Audit Log

#B

#Bulk Job

An asynchronous batch operation (upload, transcribe, or analyze) applied to multiple calls. Statuses: Queued, Processing, Completed, Failed, Cancelled. See: Uploading Calls — Bulk Upload

#Bulk Upload

Uploading multiple call recordings at once for batch processing. See: Uploading Calls — Bulk Upload

#C

#Call Recording

An audio file of a phone call uploaded to TotalView for analysis. Each call is associated with one campaign and optionally linked to an agent. See: Uploading Calls

#Call Status

The current processing state of a call: Pending, Transcribing, Analyzing, Completed, or Failed. See: Uploading Calls — Call Statuses

#Campaign

The central organizing unit in TotalView. A campaign groups calls with shared quality checks, scoring rules, team access, and configuration. Think of it as a QA program. See: Campaigns

#Campaign Member

A user explicitly granted access to a specific campaign. Managers and agents need campaign membership to view its data. See: Campaigns — Campaign Members

#Category (Check Category)

A grouping label for quality checks within a campaign (e.g., "Compliance," "Sales Quality"). Used for organizing check results on the call detail page. See: Quality Checks — Check Categories

#Check Result

The outcome of a quality check on a specific call: Pass, Fail, or N/A. Includes the AI's reasoning. See: Quality Checks — Understanding Check Results

#Coaching Bundle

A curated package of calls, notes, and goals sent to an agent for development. Part of the coaching pipeline. See: Coaching Pipeline — Creating a Coaching Bundle

#Coaching Pack

See: Coaching Bundle. The terms are used interchangeably in the platform.

#Completion Rate

The percentage of uploaded calls that successfully completed the full analysis pipeline (transcription + AI evaluation). See: Dashboard — KPI Cards

#Compliance Officer

Organization role (tier 3). Can view all campaigns and review all calls. Focused on compliance oversight. See: Organization Settings — Role Hierarchy

#Critical Check

A quality check with Critical severity. When a critical check fails, the call may be automatically flagged for review. See: Quality Checks

#Custom Report

An AI-generated report based on a natural-language prompt you provide, analyzing call data for specific patterns or insights. See: Reports, Segments & AI Copilot — Generating a Report

#D

#Dismiss

A review action indicating a flagged call doesn't require further attention. Removes the call from the review queue. See: Review Queue — Review Dispositions

#Dual Channel

Audio recording mode where each speaker (agent, customer) is on a separate channel. Produces better speaker identification. See: Campaigns — Audio Configuration

#E

#Escalation

The process of raising a call issue to a higher authority — either to the agent for response or to senior managers for attention. See: Review Queue — Escalated Issues

#Evaluation Prompt

The natural-language instruction used by the AI to evaluate a quality check. This is the core of each check definition. See: Quality Checks — Writing Effective Prompts

#F

#Flagging

The automatic or manual process of marking calls for human review. Calls can be flagged by score thresholds, critical check failures, agent rules, or manual action. See: Campaigns — Flagging Rules

#G

#Goal

A measurable performance target set for an agent, typically within a coaching bundle. Types include Overall Score, Check Pass Rate, Calls Completed, Training Completed, and Scorecard Average. See: Coaching Pipeline — Performance Goals

#I

#Inline Review

A quick review mode in the review queue where you can examine check results in a side panel without navigating to the full call detail page. See: Review Queue — Inline Review

#M

A passwordless authentication method. TotalView sends you a time-limited link via email to sign in without a password. See: Getting Started — Signing In

#Manager

Organization role (tier 2). Can view assigned campaigns, upload and review calls, create coaching bundles, and send scorecards. See: Organization Settings — Role Hierarchy

#N

#Notification Rule

A campaign-level configuration that triggers alerts when specific events occur (e.g., call flagged, analysis complete). Recipients are defined by user or role. See: Campaigns — Notification Rules

#O

#Onboarding Wizard

A multi-step setup process for new organizations, guiding you through creating your organization and first campaign. See: Getting Started — The Onboarding Wizard

#Organization

Your company workspace in TotalView. All campaigns, agents, users, and data are scoped to an organization. Each organization is completely isolated from others. See: Getting Started, Organization Settings

#Owner

Organization role (tier 5). Full control over the organization including settings, member management, and archiving. See: Organization Settings — Role Hierarchy

#P

#Pass with Training

A review disposition indicating the check failure is real but should be addressed through coaching rather than discipline. Creates a training queue item. See: Review Queue — Review Dispositions

#Processing Pipeline

The automated sequence every call goes through: Upload → Transcription → AI Analysis → Scoring → Flagging. See: Uploading Calls — What is the Processing Pipeline?

#Q

#Quality Check

A specific evaluation criterion the AI applies to every call in a campaign. Defined by a name, type, evaluation prompt, and severity. Results in Pass, Fail, or N/A. See: Quality Checks

#Quality Score

The overall score (0-100) calculated from all active check results on a call. Color-coded: green (≥80), amber (≥60), red (<60). See: Dashboard — KPI Cards

#R

#Reseller

Organization role (tier 6). Can create and manage child organizations with white-label branding. Special cross-org permissions. See: Organization Settings — Role Hierarchy

#Review Backlog

The count of calls flagged for review that haven't been actioned yet. Shown on the dashboard and campaign detail page. See: Dashboard, Campaigns

#Review Disposition

The outcome assigned to a check result during review: Pass, Pass with Training, or Fail. See: Review Queue — Review Dispositions

#Review Queue

A centralized list of all calls flagged for human review. Accessible to Managers and above. See: Review Queue & Escalations

#Review Status

The review state of a call: No Action Needed, Needs Review, Reviewed, or Dismissed. See: Reviewing Calls

#S

#Scorecard

A structured evaluation form sent to an agent for a specific call. Contains weighted questions (ratings, text, multiple choice, etc.) that produce a scored assessment. See: Scorecards

#Scorecard Template

A reusable set of questions with scoring weights. Templates define the structure; scorecards are instances sent to agents. See: Scorecards — Creating a Scorecard Template

#Scout

See: AI Copilot. The internal name for the TotalView AI assistant.

#Segment

A saved set of call filters for reusable queries. Apply a segment to filter campaign analytics or call lists. See: Reports, Segments & AI Copilot — Segments

#Senior Manager

Organization role (tier 4). Can manage users, receive escalations, and configure campaign settings and notifications. See: Organization Settings — Role Hierarchy

#Severity

The impact level of a quality check: Info (informational), Warning (moderate), or Critical (high impact, may auto-flag). See: Quality Checks

#SFTP Ingestion

Automated call recording import via SFTP. Your recording system drops files into an SFTP folder, and TotalView processes them automatically. See: Uploading Calls — SFTP Ingestion

#Speaker Diarization

The process of identifying which speaker (agent, customer) said what in a transcript. Improved with dual-channel audio. See: Reviewing Calls

#Sparkline

A small inline trend chart showing 6-week history. Used on dashboard KPIs, campaign cards, and agent cards. See: Dashboard — KPI Cards

#T

#Time Period Picker

A control for selecting the date range that scopes dashboard and campaign analytics. Options: This Week, Last Week, This Month, Last Month, Custom. See: Dashboard — Time Period Picker

#Training Queue

The list of calls and check failures marked "Pass with Training" during review. Entry point for creating coaching bundles. See: Coaching Pipeline — Training Queue

#Transcription

The process of converting audio to text with speaker identification. TotalView supports AssemblyAI and Deepgram as transcription providers. See: Uploading Calls

#V

#Version History

A record of all transcriptions and analyses run on a call. Each reprocessing creates a new version while preserving previous results. See: Reviewing Calls — Version History

#W

#Weighted Average

The scorecard scoring method that calculates a weighted mean across scored questions. Each question's weight determines its contribution to the final score. See: Scorecards — Weighted Scoring

#White-Label

Branding customization for Reseller/Enterprise organizations. Includes custom domain, logo, colors, and email sender name. See: Organization Settings — White-Label Branding