Editing spotlight insights

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.




Location: Zendesk QA > Settings > Spotlight


Note: If you’re enrolled in the Prompt-based AI insights EAP, follow these instructions to manage AI spotlight insights.
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 out-of-the-box insights to help you identify specific events or
signals for further analysis.
Admins and account managers can customize spotlight’s predefined voice insights and
edit the insights they have created.
This article contains the following topics:

Customizing predefined spotlight
insights
Editing custom spotlight
insights

Related articles


Understanding spotlight insights

Creating custom spotlight insights



Customizing predefined spotlight insights

You can customize the following predefined spotlight insights:


Dead
air: 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.

Recording disclosure missing: 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. LLM-based AutoQA must be enabled for the Recording
disclosure missing spotlight to function.

To customize the Dead air spotlight insight

In Quality Assurance, click your profile icon in the top-right
corner.
Click Settings ( ).
In the sidebar ( ) under Account, click
Spotlight.

Click the Dead air spotlight insight to open it.
Select whether the rule applies to All conversations or Specific
conversations. If you select specific conversations, you must select which of the
following conversations the insight applies to:


Call direction: inbound or outbound


Conversation brand

Conversation channel
Escalation
Help desk tag
Language
Sentiment
Source type



Define the maximum dead air threshold for your calls in seconds.
Click Save changes.

To customize the Recording disclosure
missing spotlight insight

In Quality Assurance, click your profile icon in the top-right
corner.
Click Settings ( ).
n the sidebar ( ) under Account, click
Spotlight.
Click the Recording disclosure missing spotlight insight to open it.
Select whether the rule applies to All conversations or Specific
conversations. If you select specific conversations, you must select which of the
following conversations the insight applies to:


Call direction: inbound or outbound


Conversation brand

Conversation channel
Escalation
Help desk tag
Language
Sentiment
Source type



Click Save changes.




Editing custom spotlight insights

You can also edit the spotlight insights you have created.
To edit your spotlight insights

In Quality Assurance, click your profile icon in the top-right
corner.
Click Settings ( ).
n the sidebar ( ) under Account, click
Spotlight.
Click the name of the spotlight insight you want to edit.
Select whether the rule applies to All conversations or Specific
conversations. If you select specific conversations, you must select which of the
following conversations the insight applies to:


Call direction: inbound or outbound


Conversation brand

Conversation channel
Escalation
Help desk tag
Language
Sentiment
Source type



Click Save changes.