Campaigns and clients

A campaign groups calls and decides how they are analyzed. Use it to separate things that should not be measured the same way: sales and support, the cancellation queue and the sign-up queue, one client’s calls and another’s.

You do not need one to start. Calls with no campaign are analyzed with the default template.

• The analysis template. The campaign’s calls are scored with it. If the campaign does not choose one, it uses the account’s default template.
• The transcription language. If all the campaign’s calls are in the same language, set it here and you will not have to choose it on every upload.

The campaign is also a filter in Calls and in Analytics, so you can see one group’s figures separately.

In Campaigns, click New campaign. Only the name is required. The template, the language and the description can be left for later.

Choose a name that whoever sets up the API will also recognize: the telephony system identifies each recording’s campaign by name.

If you handle calls for several companies, you can group each company’s campaigns under a client. In the campaign form, click Group under a client and choose one or create a new one.

Clients only group campaigns, for filters and reports. They have no template or language of their own, and deleting a client keeps its campaigns and its calls. A team that only handles its own calls does not need them.

A campaign that has calls cannot be deleted. Archive removes it from the lists where you choose a campaign, so it receives no new calls, and keeps the calls it already has. Show archived shows archived campaigns again, and Restore puts them back.