Editing spotlight insights

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<p id="docs-ai-summary-content">Learn how to enhance conversation quality by customizing and editing spotlight insights. Adjust predefined insights like "Dead air" and "Recording disclosure missing" to suit your needs, or modify custom insights you've created. Tailor these insights to specific conversation types, such as call direction or sentiment, to identify key events for review and improve your support operations.</p>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Settings &gt; Spotlight</div>
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<div class="note note">
<span class="notetitle">Note:</span> If you’re enrolled in the Prompt-based AI insights EAP, follow these instructions to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9483275885466" target="_blank">manage AI spotlight insights</a>.</div>
<p class="p" dir="ltr">In Zendesk QA, spotlight provides insights into the quality of your conversations
and helps you handpick critical conversations for manual review. It automatically surfaces
newly synced closed conversations with various <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074" target="_blank">out-of-the-box insights</a> to help you identify specific events or
signals for further analysis. </p>
<p class="p" dir="ltr">Admins and account managers can customize spotlight’s predefined voice insights and
edit the insights they have created. </p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_yrp_xmn_q2c">
<li class="li" dir="ltr"><a class="xref" href="#topic_hvj_hvh_xdc">Customizing predefined spotlight
insights</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_yq5_st4_q2c">Editing custom spotlight
insights</a></li>
</ul>
<p class="p" dir="ltr">Related articles</p>
<ul class="ul" id="topic-1__ul_zrp_xmn_q2c">
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074" target="_blank">Understanding spotlight insights</a>
</li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992282733850" target="_blank">Creating custom spotlight insights</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_hvj_hvh_xdc">
<h2 class="title topictitle2" id="ariaid-title2">Customizing predefined spotlight insights</h2>
<div class="body">
<p class="p" dir="ltr">You can customize the following predefined spotlight insights: </p>
<ul class="ul" id="topic_hvj_hvh_xdc__ul_d3w_vnn_q2c">
<li class="li" dir="ltr">
<strong class="ph b"><a class="xref" href="#topic_hvj_hvh_xdc__dead_air_customize">Dead
air</a></strong>: Analyzes moments of dead air in voice conversations that last longer
than the set threshold. The default industry threshold is 30 seconds, but it can be
adjusted to any duration.</li>
<li class="li" dir="ltr">
<strong class="ph b"><a class="xref" href="#topic_hvj_hvh_xdc__recording_disclosure_customize">Recording disclosure missing</a></strong>: Automatically identifies voice
calls lacking the mandatory disclosure statement, such as 'This call will be recorded.' It
uses a large language model (LLM) to dynamically understand context, eliminating the need
for preset phrases. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669430426#topic_wsw_cly_ydc" target="_blank">LLM-based AutoQA</a> must be enabled for the Recording
disclosure missing spotlight to function. </li>
</ul>
<p class="p" dir="ltr" id="topic_hvj_hvh_xdc__dead_air_customize"><strong class="ph b">To customize the Dead air spotlight insight</strong></p>
<ol class="ol" id="topic_hvj_hvh_xdc__ol_vck_ms4_q2c">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality Assurance</a>, click your profile icon in the top-right
corner.</span></li>
<li class="li" dir="ltr"><span class="ph">Click <strong class="ph b">Settings</strong> (<img class="image" height="17" id="topic_hvj_hvh_xdc__d8e2418" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_settings.png" width="20">).</span></li>
<li class="li" dir="ltr">In the sidebar (<img class="image" height="28" id="topic_hvj_hvh_xdc__image_efw_w5g_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zendeskqa_toggle_icon.png" width="30">) under <strong class="ph b">Account</strong>, click
<strong class="ph b">Spotlight</strong>.<p class="p" dir="ltr"><img class="image" id="topic_hvj_hvh_xdc__image_jdy_vvg_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_account_settings_spotlight.png" width="800"></p>
</li>
<li class="li">Click the <strong class="ph b">Dead air</strong> spotlight insight to open it.</li>
<li class="li">Select whether the rule applies to <strong class="ph b">All conversations</strong> or <strong class="ph b">Specific
conversations</strong>. <p class="p">If you select specific conversations, you must select which of the
following conversations the insight applies to:</p>
<div class="p">
<ul class="ul" id="topic_hvj_hvh_xdc__ul_mlx_ys4_q2c">
<li class="li" dir="ltr">Call direction: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821359002" target="_blank">inbound</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836235162" target="_blank">outbound</a>
</li>
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829476378" target="_blank">Conversation brand</a>
</li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050" target="_blank">Conversation channel</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074-Using-Zendesk-QA-Spotlight-insights-to-filter-conversations#topic_gst_d1g_zdc" target="_blank">Escalation</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881573658" target="_blank">Help desk tag</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759449114-Finding-conversations-to-review-using-custom-filters#h_4e27ce74b3" target="_blank">Language</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074#topic_u4j_rth_xdc" target="_blank">Sentiment</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759449114#h_4e27ce74b3" target="_blank">Source type</a></li>
</ul>
</div>
</li>
<li class="li">Define the maximum dead air threshold for your calls in seconds.</li>
<li class="li">Click <strong class="ph b">Save changes</strong>.</li>
</ol>
<p class="p" dir="ltr" id="topic_hvj_hvh_xdc__recording_disclosure_customize"><strong class="ph b">To customize the Recording disclosure
missing spotlight insight</strong></p>
<ol class="ol" id="topic_hvj_hvh_xdc__ol_n2p_nt4_q2c">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality Assurance</a>, click your profile icon in the top-right
corner.</span></li>
<li class="li" dir="ltr"><span class="ph">Click <strong class="ph b">Settings</strong> (<img class="image" height="17" id="topic_hvj_hvh_xdc__d8e2418" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_settings.png" width="20">).</span></li>
<li class="li" dir="ltr">n the sidebar (<img class="image" height="28" id="topic_hvj_hvh_xdc__image_rds_z5g_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zendeskqa_toggle_icon.png" width="30">) under <strong class="ph b">Account</strong>, click
<strong class="ph b">Spotlight</strong>.</li>
<li class="li">Click the <strong class="ph b">Recording disclosure missing</strong> spotlight insight to open it.</li>
<li class="li">Select whether the rule applies to <strong class="ph b">All conversations</strong> or <strong class="ph b">Specific
conversations</strong>. <p class="p">If you select specific conversations, you must select which of the
following conversations the insight applies to:</p>
<div class="p">
<ul class="ul" id="topic_hvj_hvh_xdc__ul_p2p_nt4_q2c">
<li class="li">Call direction: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821359002" target="_blank">inbound</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836235162" target="_blank">outbound</a>
</li>
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829476378" target="_blank">Conversation brand</a>
</li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050" target="_blank">Conversation channel</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074-Using-Zendesk-QA-Spotlight-insights-to-filter-conversations#topic_gst_d1g_zdc" target="_blank">Escalation</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881573658" target="_blank">Help desk tag</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759449114-Finding-conversations-to-review-using-custom-filters#h_4e27ce74b3" target="_blank">Language</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074#topic_u4j_rth_xdc" target="_blank">Sentiment</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759449114#h_4e27ce74b3" target="_blank">Source type</a></li>
</ul>
</div>
</li>
<li class="li">Click <strong class="ph b">Save changes</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_yq5_st4_q2c">
<h2 class="title topictitle2" id="ariaid-title3">Editing custom spotlight insights</h2>
<div class="body">
<p class="p" dir="ltr">You can also edit the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992282733850" target="_blank">spotlight insights you have created</a>. </p>
<p class="p" dir="ltr"><strong class="ph b">To edit your spotlight insights</strong></p>
<ol class="ol" id="topic_yq5_st4_q2c__ol_ar5_st4_q2c">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality Assurance</a>, click your profile icon in the top-right
corner.</span></li>
<li class="li" dir="ltr"><span class="ph">Click <strong class="ph b">Settings</strong> (<img class="image" height="17" id="topic_yq5_st4_q2c__d8e2418" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_settings.png" width="20">).</span></li>
<li class="li" dir="ltr">n the sidebar (<img class="image" height="28" id="topic_yq5_st4_q2c__image_qj3_1vg_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zendeskqa_toggle_icon.png" width="30">) under <strong class="ph b">Account</strong>, click
<strong class="ph b">Spotlight</strong>.</li>
<li class="li">Click the name of the spotlight insight you want to edit.</li>
<li class="li">Select whether the rule applies to <strong class="ph b">All conversations</strong> or <strong class="ph b">Specific
conversations</strong>. <p class="p">If you select specific conversations, you must select which of the
following conversations the insight applies to:</p>
<div class="p">
<ul class="ul" id="topic_yq5_st4_q2c__ul_cr5_st4_q2c">
<li class="li">Call direction: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821359002" target="_blank">inbound</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836235162" target="_blank">outbound</a>
</li>
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829476378" target="_blank">Conversation brand</a>
</li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050" target="_blank">Conversation channel</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074-Using-Zendesk-QA-Spotlight-insights-to-filter-conversations#topic_gst_d1g_zdc" target="_blank">Escalation</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881573658" target="_blank">Help desk tag</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759449114-Finding-conversations-to-review-using-custom-filters#h_4e27ce74b3" target="_blank">Language</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074#topic_u4j_rth_xdc" target="_blank">Sentiment</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759449114#h_4e27ce74b3" target="_blank">Source type</a></li>
</ul>
</div>
</li>
<li class="li">Click <strong class="ph b">Save changes</strong>.</li>
</ol>
</div>
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