Creating custom spotlight insights

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.




Location: Zendesk QA > Settings > Spotlight

In addition to customizing and using the standard spotlight insights, 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.
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 'Competitor' 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.
Admins and account managers can create up to 20 custom spotlight insights.
To create a new spotlight insight

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


Enter a brief, descriptive Insight name for the spotlight.
Select the Insight type to display for these conversations.
Select whether it applies to All conversations or only Specific conversations.
Selecting Specific conversations allows you to narrow down where your insight applies by:

Call direction: inbound or outbound

Conversation brand
Conversation channel
Escalation
Help desk tag
Language
Sentiment
Source type



Under If , select if you want to search only the Agent message, the Client message or Any message.
Select the operator (default: contains) and enter one keyword or phrase per row that you want to score automatically if they occur in messages. See Exact text-match conditions.
You can:

Click Add row for each additional keyword or phrase you want to autoscore in this category.
Click Add condition to specify more complex keywords and phrases.
Enter '/' to add the variable {..}. You can use this dynamic content placeholder {..} to represent any name. For example, “Competitor {··}”


Click Create Spotlight insight.



Exact text-match conditions

You can add multiple rows and use the following conditions for complex findings:





Condition name
Condition type
Search query example

Do you get a thumbs up as a result for this conversation message? "Thank you for contacting Acme Corporation, how can I help you today?"



is
is any of

"Thank you for contacting"
"how can I help you today?"

No, because we look for entirely equal matches.


is all of

"Thank you for contacting Acme Corporation, how can I help you today?"
"how can I help you today?"

No, although the first query matches, the second does not.


contains
contains any of

"Thank you for contacting us”
“how can I help you today?"

Yes, because the second query is part of the message.


contains all of

"Thank you for contacting”
“how can I help you today?"

Yes, because both queries are part of the message.


is not
is not any of

"Thank you for contacting us”
“we are unavailable today?"

Yes, because neither of these queries are an exact match of the message.


is not all of

"Our business is closed"
"Please contact us tomorrow"

Yes, because none of these queries are an exact match of the message.


does not contain
does not contain any of

"Our business is closed"
"how can I help you today?"

No, because the second query is part of the message.


does not contain all of
"Thank you for contacting” “how can I help you today?"
No, because both queries are part of the message