Managing AI spotlight insights

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<p id="docs-hc-snippet" style="display: none;">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 variousout-of-the-box insightsto help you identify specific events or signals for further analysis.</p>
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<p id="docs-ai-summary-content">You can manage AI spotlight insights to review conversation quality, surface important closed conversations, and focus manual QA on issues like dead air and missing recording disclosures. You can customize system insights, edit exact text-match and prompt-based spotlights, validate or enhance prompts, turn spotlights on or off, and delete them when you no longer need them.</p>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Settings &gt; AI</div>
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<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 workspace 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 system spotlight
insights</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_yq5_st4_q2c">Editing exact text-match spotlight
insights</a></li>
<li class="li"><a class="xref" href="#topic_m14_hxs_p3c">Editing prompt-based AI insight
spotlights</a></li>
<li class="li"><a class="xref" href="#topic_ycy_vrm_nfc">Activating a spotlight</a></li>
<li class="li"><a class="xref" href="#topic_hm4_fcn_nfc">Deactivating a spotlight</a></li>
<li class="li"><a class="xref" href="#topic_tyq_fcn_nfc">Deleting a spotlight</a></li>
</ul>
<p class="p" dir="ltr">Related articles</p>
<ul class="ul" id="topic-1__ul_t2l_l4m_zfc">
<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/9327313916570" target="_blank">Creating AI prompt-based 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 system spotlight insights</h2>
<div class="body">
<p class="p" dir="ltr">You can customize the following system 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>.</span></li>
<li class="li" dir="ltr"><span class="ph">In the sidebar under <strong class="ph b">Account</strong>, click <strong class="ph b">AI</strong>.</span></li>
<li class="li">Under <strong class="ph b">Usage</strong>, select <strong class="ph b">Spotlight</strong> to display a list of all your
spotlights.</li>
<li class="li">Under <strong class="ph b">Type</strong>, select <strong class="ph b">System</strong>.</li>
<li class="li">Click the <strong class="ph b">Dead air</strong> spotlight insight to open it.<p class="p" dir="ltr"><img class="image" id="topic_hvj_hvh_xdc__image_irj_fql_5hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_AI_spotlight_edit.png" width="800"></p>
</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 <strong class="ph b">Dead air</strong> 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>.</span></li>
<li class="li" dir="ltr"><span class="ph">In the sidebar under <strong class="ph b">Account</strong>, click <strong class="ph b">AI</strong>.</span></li>
<li class="li" dir="ltr">Under <strong class="ph b">Usage</strong>, select <strong class="ph b">Spotlight</strong> to display a list of all your
spotlights.</li>
<li class="li">Under <strong class="ph b">Type</strong>, select <strong class="ph b">System</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" 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">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 exact text-match 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/9327313916570" 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>.</span></li>
<li class="li" dir="ltr"><span class="ph">In the sidebar under <strong class="ph b">Account</strong>, click <strong class="ph b">AI</strong>.</span></li>
<li class="li">Under <strong class="ph b">Usage</strong>, select <strong class="ph b">Spotlight</strong> to display a list of all your
spotlights.</li>
<li class="li">Under <strong class="ph b">Type</strong> select <strong class="ph b">Exact text-match</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" 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">Click <strong class="ph b">Save changes</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_m14_hxs_p3c">
<h2 class="title topictitle2" id="ariaid-title4">Editing prompt-based AI insight spotlights</h2>
<div class="body">
<p class="p" dir="ltr">Once you have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9327313916570" target="_blank">created AI prompt-based spotlight insights</a>, you can edit, enhance,
test, or validate them as needed.</p>
<p class="p" dir="ltr"><strong class="ph b">To edit prompt-based spotlight insights</strong></p>
<ol class="ol" id="topic_m14_hxs_p3c__ol_xvp_pxs_p3c">
<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>.</span></li>
<li class="li" dir="ltr"><span class="ph">In the sidebar under <strong class="ph b">Account</strong>, click <strong class="ph b">AI</strong>.</span></li>
<li class="li">Under <strong class="ph b">Usage</strong>, select <strong class="ph b">Spotlight</strong> to display a list of all your
spotlights.</li>
<li class="li">Under <strong class="ph b">Type</strong> select <strong class="ph b">Prompt-based</strong>.</li>
<li class="li">Click the name of the spotlight insight you want to edit.</li>
<li class="li">Edit your prompt as needed.</li>
<li class="li">(Optional) If the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669430426#topic_wsw_cly_ydc" target="_blank">AI suggestions toggle is turned off in your Account
settings</a>, click <strong class="ph b">Validate</strong> to receive feedback and tips on how to improve
your prompt without changing it.</li>
<li class="li">(Optional) If the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669430426#topic_wsw_cly_ydc" target="_blank">AI suggestions toggle is turned on in your Account
settings</a>, click <strong class="ph b">Enhance</strong> to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9327313916570" target="_blank">refine the core intent of your prompt</a>.</li>
<li class="li">Test your prompt.</li>
<li class="li">Click <strong class="ph b">Save changes</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_ycy_vrm_nfc">
<h2 class="title topictitle2" id="ariaid-title5">Activating a spotlight</h2>
<div class="body">
<p class="p" dir="ltr">A spotlight marked as inactive is not surfacing newly synced closed
conversations. To allow it to automatically analyze conversations, it must be marked as
active.</p>
<p class="p" dir="ltr"><strong class="ph b">To mark a spotlight as active</strong></p>
<ol class="ol" id="topic_ycy_vrm_nfc__ol_vyg_f1n_nfc">
<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>.</span></li>
<li class="li" dir="ltr"><span class="ph">In the sidebar under <strong class="ph b">Account</strong>, click <strong class="ph b">AI</strong>.</span></li>
<li class="li" dir="ltr">Under <strong class="ph b">Usage</strong>, select <strong class="ph b">Spotlight</strong> to display a list of all your
spotlights.</li>
<li class="li" dir="ltr">Next to the spotlight you want to activate, click the options menu (<img class="image" id="topic_ycy_vrm_nfc__image_rb2_lbn_nfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_options_menu_horizontal.png" width="24">) and select <strong class="ph b">Mark as active</strong>.<p class="p"><img class="image" id="topic_ycy_vrm_nfc__image_rmn_pbn_nfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_spotlight_mark_active.png" width="800"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_hm4_fcn_nfc">
<h2 class="title topictitle2" id="ariaid-title6">Deactivating a spotlight</h2>
<div class="body">
<p class="p" dir="ltr">A spotlight marked as active currently surfaces newly synced closed
conversations. Marking a spotlight as inactive stops it from automatically analyzing
conversations. However, inactive spotlights remain available for reporting and
filtering.</p>
<p class="p" dir="ltr"><strong class="ph b">To mark a spotlight as inactive</strong></p>
<ol class="ol" id="topic_hm4_fcn_nfc__ol_im4_fcn_nfc">
<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>.</span></li>
<li class="li" dir="ltr"><span class="ph">In the sidebar under <strong class="ph b">Account</strong>, click <strong class="ph b">AI</strong>.</span></li>
<li class="li" dir="ltr">Under <strong class="ph b">Usage</strong>, select <strong class="ph b">Spotlight</strong> to display a list of all your
spotlights.</li>
<li class="li" dir="ltr">Next to the spotlight you want to deactivate, click the options menu (<img class="image" id="topic_hm4_fcn_nfc__image_jm4_fcn_nfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_options_menu_horizontal.png" width="24">) and select <strong class="ph b">Mark as inactive</strong>.<img class="image" id="topic_hm4_fcn_nfc__image_yfx_bdn_nfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_spotlight_mark_inactive.png" width="800">
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_tyq_fcn_nfc">
<h2 class="title topictitle2" id="ariaid-title7">Deleting a spotlight</h2>
<div class="body">
<p class="p" dir="ltr">Deleting spotlights is permanent and erases all spotlight data from reporting.
Once deleted you can't restore the spotlight or its data.</p>
<p class="p" dir="ltr"><strong class="ph b">To delete a spotlight</strong></p>
<ol class="ol" id="topic_tyq_fcn_nfc__ol_uyq_fcn_nfc">
<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>.</span></li>
<li class="li" dir="ltr"><span class="ph">In the sidebar under <strong class="ph b">Account</strong>, click <strong class="ph b">AI</strong>.</span></li>
<li class="li" dir="ltr">Under <strong class="ph b">Usage</strong>, select <strong class="ph b">Spotlight</strong> to display a list of all your
spotlights.</li>
<li class="li" dir="ltr">Next to the spotlight you want to delete, click the options menu (<img class="image" id="topic_tyq_fcn_nfc__image_vyq_fcn_nfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_options_menu_horizontal.png" width="24">) and select <strong class="ph b">Delete</strong>.</li>
</ol>
</div>
</div>
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