Creating custom spotlight insights

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<div id="docs-wmp-link"><a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a></div>
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<td>Quality Assurance (QA) or Workforce Engagement Management (WEM)</td>
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<p id="docs-ai-summary-content">Create custom spotlight insights to automatically highlight specific keywords or phrases in text-based conversations and voice transcripts. This feature helps you identify important interactions, like mentions of competitors, ensuring your team is prepared for discussions. You can set up to 20 insights, tailoring them to specific conversations, channels, or sentiments, and use exact text-match conditions for precise findings.</p>
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<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Settings &gt; Spotlight</div>
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<p class="p" dir="ltr">In addition to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992300083226" rel="noopener" target="_blank">customizing</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074#topic_u4j_rth_xdc" rel="noopener" target="_blank">using the standard spotlight insights</a>, you can also create new ones. Custom spotlight insights work with text-based conversations and voice transcripts, automatically surfacing newly synced closed conversations by identifying and labeling specific keywords or phrases.</p>
<p class="p" dir="ltr">For example, if you want to highlight cases where either the agent or the customer mentions a direct competitor, you could create a spotlight insight named <em class="ph i">'Competitor'</em> and provide a list of competitor names, product names, and features. These segments are valuable for review, as it's important to ensure your agents are well-equipped to discuss your brand.</p>
<p class="p" dir="ltr">Admins and account managers can create up to 20 custom spotlight insights.</p>
<p class="p" dir="ltr"><strong class="ph b">To create a new spotlight insight</strong></p>
<ol class="ol" id="topic-1__ol_xf4_jhp_xdc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" rel="noopener" target="_blank">Quality Assurance</a>, click your profile icon in the top-right corner.</span></li>
<li class="li"><span class="ph">Click <strong class="ph b">Settings</strong> (<img class="image" height="17" id="topic-1__d8e2418" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_settings.png" width="20">).</span></li>
<li class="li">In the sidebar (<img class="image" id="topic-1__image_t11_jym_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" dir="ltr">Click <strong class="ph b">Create insight</strong>.
<p class="p"><img class="image" id="topic-1__image_t44_mym_zfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_account_settings_spotlight_create.png" width="800"></p>
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<li class="li">Enter a brief, descriptive <strong class="ph b">Insight name</strong> for the spotlight.</li>
<li class="li">Select the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074#topic_edt_gbn_q2c" rel="noopener" target="_blank">Insight type</a> to display for these conversations.</li>
<li class="li">Select whether it applies to <strong class="ph b">All conversations</strong> or only <strong class="ph b">Specific conversations</strong>.
<div class="p" dir="ltr">Selecting <strong class="ph b">Specific conversations</strong> allows you to narrow down where your insight applies by:
<ul class="ul" id="topic-1__ul_d1k_rym_zfc">
<li class="li" dir="ltr">Call direction: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821359002" rel="noopener" target="_blank">inbound</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836235162" rel="noopener" target="_blank">outbound</a>
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<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829476378" rel="noopener" target="_blank">Conversation brand</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050" rel="noopener" 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" rel="noopener" target="_blank">Escalation</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881573658" rel="noopener" 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" rel="noopener" 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" rel="noopener" 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" rel="noopener" target="_blank">Source type</a></li>
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<li class="li">Under <strong class="ph b">If </strong>, select if you want to search only the <strong class="ph b">Agent message</strong>, the <strong class="ph b">Client message</strong> or <strong class="ph b">Any message</strong>.</li>
<li class="li">Select the operator (default: <em class="ph i">contains</em>) and enter one keyword or phrase per row that you want to score automatically if they occur in messages. See<a class="xref" href="#topic_dnx_vzm_zfc"> Exact text-match conditions</a>.
<p class="p">You can:</p>
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<li class="li">Click <strong class="ph b">Add row</strong> for each additional keyword or phrase you want to autoscore in this category.</li>
<li class="li">Click <strong class="ph b">Add condition</strong> to specify more complex keywords and phrases.</li>
<li class="li">Enter '/' to add the variable {..}. You can use this dynamic content placeholder {..} to represent any name. For example, “Competitor {··}”</li>
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<li class="li">Click <strong class="ph b">Create Spotlight insight</strong>.</li>
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<h2 class="title topictitle2" id="ariaid-title2">Exact text-match conditions</h2>
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<p class="p" dir="ltr">You can add multiple rows and use the following conditions for complex findings:</p>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align: top;"><strong class="ph b">Condition name</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align: top;"><strong class="ph b">Condition type</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align: top;"><strong class="ph b">Search query example</strong></td>
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<strong class="ph b">Do you get a thumbs up as a result for this conversation message?</strong><strong class="ph b"> "Thank you for contacting Acme Corporation, how can I help you today?"</strong>
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<td class="entry nocellnorowborder" dir="ltr" rowspan="2" style="vertical-align: top;">is</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align: top;">is any of</td>
<td class="entry nocellnorowborder" style="vertical-align: top;">
<p class="p" dir="ltr">"Thank you for contacting"</p>
<p class="p" dir="ltr">"how can I help you today?"</p>
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<td class="entry cell-norowborder" dir="ltr" style="vertical-align: top;">No, because we look for entirely equal matches.</td>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align: top;">is all of</td>
<td class="entry nocellnorowborder" style="vertical-align: top;">
<p class="p" dir="ltr">"Thank you for contacting Acme Corporation, how can I help you today?"</p>
<p class="p" dir="ltr">"how can I help you today?"</p>
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<td class="entry cell-norowborder" dir="ltr" style="vertical-align: top;">No, although the first query matches, the second does not.</td>
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<td class="entry nocellnorowborder" dir="ltr" rowspan="2" style="vertical-align: top;">contains</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align: top;">contains any of</td>
<td class="entry nocellnorowborder" style="vertical-align: top;">
<p class="p" dir="ltr">"Thank you for contacting us”</p>
<p class="p" dir="ltr">“how can I help you today?"</p>
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<td class="entry cell-norowborder" dir="ltr" style="vertical-align: top;">Yes, because the second query is part of the message.</td>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align: top;">contains all of</td>
<td class="entry nocellnorowborder" style="vertical-align: top;">
<p class="p" dir="ltr">"Thank you for contacting”</p>
<p class="p" dir="ltr">“how can I help you today?"</p>
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<td class="entry cell-norowborder" dir="ltr" style="vertical-align: top;">Yes, because both queries are part of the message.</td>
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<td class="entry nocellnorowborder" dir="ltr" rowspan="2" style="vertical-align: top;">is not</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align: top;">is not any of</td>
<td class="entry nocellnorowborder" style="vertical-align: top;">
<p class="p" dir="ltr">"Thank you for contacting us”</p>
<p class="p" dir="ltr">“we are unavailable today?"</p>
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<td class="entry cell-norowborder" dir="ltr" style="vertical-align: top;">Yes, because neither of these queries are an exact match of the message.</td>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align: top;">is not all of</td>
<td class="entry nocellnorowborder" style="vertical-align: top;">
<p class="p" dir="ltr">"Our business is closed"</p>
<p class="p" dir="ltr">"Please contact us tomorrow"</p>
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<td class="entry cell-norowborder" dir="ltr" style="vertical-align: top;">Yes, because none of these queries are an exact match of the message.</td>
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<td class="entry nocellnorowborder" dir="ltr" rowspan="2" style="vertical-align: top;">does not contain</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align: top;">does not contain any of</td>
<td class="entry nocellnorowborder" style="vertical-align: top;">
<p class="p" dir="ltr">"Our business is closed"</p>
<p class="p" dir="ltr">"how can I help you today?"</p>
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<td class="entry cell-norowborder" dir="ltr" style="vertical-align: top;">No, because the second query is part of the message.</td>
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<td class="entry row-nocellborder" dir="ltr" style="vertical-align: top;">does not contain all of</td>
<td class="entry row-nocellborder" dir="ltr" style="vertical-align: top;">"Thank you for contacting” “how can I help you today?"</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align: top;">No, because both queries are part of the message</td>
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