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Uploading & Processing Calls

Getting call recordings into the platform and understanding the pipeline

#What is the Processing Pipeline?

When you upload a call recording, TotalView processes it through a series of automated steps:

  1. Upload — The audio file is stored securely in cloud storage (AWS S3).
  2. Transcription — The audio is converted to text with speaker identification (who said what).
  3. AI Analysis — Each quality check is evaluated against the transcript using Claude AI.
  4. Scoring — An overall quality score is calculated based on check results and weights.
  5. Flagging — If the score is below thresholds or critical checks fail, the call is flagged for review.

You can track each call's progress through these stages via its status indicator.

#Call Statuses

Status Icon Color Meaning
Pending Slate Uploaded, waiting in queue
Transcribing Blue Audio is being converted to text
Analyzing Purple AI is evaluating quality checks
Completed Green Processing finished — results are ready
Failed Red Something went wrong (you can retry)

[SCREENSHOT: Call list showing calls in various processing states]

#Manual Upload

The simplest way to get calls into the platform.

#Step-by-Step

  1. Click Upload in the sidebar. Alternatively, click the Upload button on any campaign page.

  2. Select a campaign from the dropdown.

    • If you navigated from a campaign page, it's pre-selected.
    • You must select a campaign before uploading.

  3. Drag and drop files onto the upload area, or click to browse your computer.

    • Supported formats: MP3, WAV, M4A, and other common audio formats.
    • You can upload multiple files at once for batch processing.

  4. Click Upload to begin.

Each file is uploaded to cloud storage and queued for processing. You can leave the page — processing continues in the background.

Tip: Processing typically takes 1-3 minutes per call. You don't need to wait — results appear automatically when ready.

#Bulk Upload

For large batches of calls:

  1. Use the manual upload and select multiple files at once. TotalView processes them in parallel.

  2. Track progress from the dashboard or campaign page. A bulk job tracker shows overall progress, processing counts, and any failures.

  3. Bulk jobs show these statuses:

    • Queued — Waiting to start
    • Processing — Files being worked through
    • Completed — All files processed
    • Failed — Some or all files encountered errors
    • Cancelled — Job was stopped by the user

#SFTP Ingestion

For organizations that generate call recordings automatically, SFTP provides hands-off call ingestion. Your recording system drops files into an SFTP folder, and TotalView picks them up automatically.

#How It Works

  1. Your call recording system uploads audio files to a designated SFTP server.
  2. TotalView periodically sweeps the SFTP folder for new files.
  3. New files are matched to campaigns based on folder structure.
  4. Optionally, a CSV metadata file provides agent names, call dates, and other data.
  5. Matched files are ingested and processed through the normal pipeline.

#Setting Up SFTP

Note: SFTP setup requires Owner or Senior Manager access.

  1. Navigate to your campaign's Settings and open the SFTP section.

  2. Enable SFTP ingestion for this campaign.

  3. Configure the folder slug — this is the directory path where files should be uploaded for this campaign.

  4. Set the CSV requirement:

    • Required — A CSV metadata file must accompany each batch of audio files.
    • Optional — Audio files are processed with or without a CSV.

  5. Set the batch window — how long TotalView waits for associated files (CSV + audio) before processing an incomplete batch.

  6. Save your settings.

Your administrator provides the SFTP server credentials separately.

#SFTP Batch Statuses

Status Meaning
Detecting New files found, scanning for completeness
Waiting for CSV Audio files found but CSV is required and missing
Waiting for Files CSV found but referenced audio files are missing
Processing Files matched and being ingested
Completed All files in the batch processed successfully
Incomplete Batch processed but some files were missing or failed
Failed Batch could not be processed

#SFTP File Statuses

Status Meaning
Detected File found on SFTP server
Matched File matched to a campaign and agent
Processing File being ingested
Completed File successfully imported
Failed File import failed
Duplicate File already exists in the system
Skipped File excluded by rules or filters

#API Upload

For programmatic integration with your systems.

#Endpoint

Upload calls via the public API at /api/v1/calls/upload. Authentication uses API keys with a tv_ prefix.

#How to Use

  1. Get an API key from your campaign's API Settings section.

  2. Make a POST request with the audio file and campaign ID.

  3. Check the response for the call ID and initial status.

API keys are campaign-scoped and hashed for security. See Organization Settings — API Access for key management.

#Upload Sources

Each call tracks how it entered the platform:

Source Badge Meaning
UI Blue Manually uploaded through the web interface
API Purple Uploaded via the public API
Bulk Job Amber Part of a bulk upload batch
SFTP Green Automatically ingested via SFTP

You can filter calls by upload source in the call list.

#Agent Matching

When calls are uploaded, TotalView can automatically link them to agents:

  • SFTP uploads: Agent matching uses file naming patterns or CSV metadata columns.
  • Manual/API uploads: You can manually link calls to agents after upload from the call detail page.
  • Unlinked calls: Calls without an agent link still get analyzed but don't appear in agent performance tracking.

See Agents for more on agent profiles and assignment.

#Reprocessing Calls

If a call fails or you want to re-evaluate it (e.g., after changing checks):

  1. Open the call detail page.

  2. Click Rerun Transcription to regenerate the transcript, or Run Analysis to re-evaluate checks against the existing transcript.

  3. The call re-enters the pipeline. Previous results are preserved as a version in the history.

#Troubleshooting

#My upload fails immediately

Symptoms: Error message when trying to upload files. Cause: File format not supported, file too large, or no campaign selected. Solution:

  1. Verify the file is a supported audio format (MP3, WAV, M4A).
  2. Make sure you've selected a campaign.
  3. Try uploading a single file to isolate the issue.

#Calls are stuck on "Pending"

Symptoms: Calls remain in Pending status for more than 10 minutes. Cause: Processing queue congestion or service interruption. Solution:

  1. Wait a few more minutes — large batches take longer.
  2. If the call remains stuck, try reprocessing from the call detail page.

#Calls fail during transcription

Symptoms: Status shows "Failed" after the transcription step. Cause: Audio quality issues, unsupported codec, or empty audio file. Solution:

  1. Verify the audio file plays correctly on your computer.
  2. Check that the file isn't empty (zero duration).
  3. Try a different transcription provider in campaign settings (AssemblyAI vs Deepgram).
  4. If the issue persists, retry the transcription from the call detail page.

#SFTP files show "Duplicate"

Symptoms: Files are marked as Duplicate and not processed. Cause: A file with the same name was already imported. Solution: This is expected behavior — TotalView prevents processing the same file twice. If you need to reprocess, rename the file or use the reprocessing feature from the call detail page.

#FAQ

#How long does processing take?

Typically 1-3 minutes per call. Factors that affect processing time:

  • Call length (longer calls take more time)
  • Number of quality checks (more checks = more evaluation time)
  • Queue volume (busy periods may add wait time)

#What's the maximum file size for uploads?

There is no strict file size limit, but very large files (over 2 hours) may take significantly longer to process.

#Can I cancel a processing job?

For individual calls, you can't cancel mid-processing. For bulk jobs, you can cancel the remaining unprocessed items.

#Does reprocessing a call overwrite the original results?

No. Reprocessing creates a new version. The original results are preserved in the version history, accessible from the call detail page.

#Role Access

Action Agent Manager Compliance Officer Senior Manager Owner
Upload calls — Yes Yes Yes Yes
View upload status Own calls Assigned campaigns All campaigns All campaigns All campaigns
Reprocess calls — Yes Yes Yes Yes
Configure SFTP — — — Yes Yes
Manage API keys — — — Yes Yes