Managing AI spotlight insights

AI spotlight insights help you manage conversation quality by highlighting key events for review. Customize predefined insights like "Dead air" and "Recording disclosure missing" to fit your needs. You can edit, activate, deactivate, or delete these insights to control which conversations are analyzed. This feature supports better quality assurance by focusing on important conversation aspects.




Location: Zendesk QA > Settings > AI

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
Activating a spotlight
Deactivating a spotlight
Deleting a spotlight

Related articles

Understanding spotlight insights
Creating AI prompt-based 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 AI.
Under Usage select Spotlight to display a list of all your
spotlights.
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 ( ).
In the sidebar under Account, click AI.
Under Usage select Spotlight to display a list of all your
spotlights.
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 ( ).
In the sidebar under Account, click AI.
Under Usage select Spotlight to display a list of all your
spotlights.
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.




Activating a spotlight

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.
To mark a spotlight as active

In Quality assurance, click your profile icon in the top-right
corner.
Click Settings ( ).
In the sidebar under Account, click AI.
Under Usage select Spotlight to display a list of all your
spotlights.
Next to the spotlight you want to activate, click the options menu ( ) and select Mark as active.





Deactivating a spotlight

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.
To mark a spotlight as inactive

In Quality assurance, click your profile icon in the top-right
corner.
Click Settings ( ).
In the sidebar under Account, click AI.
Under Usage select Spotlight to display a list of all your
spotlights.
Next to the spotlight you want to deactivate, click the options menu ( ) and select Mark as inactive.





Deleting a spotlight

Deleting spotlights is permanent and erases all spotlight data from reporting.
Once deleted you can't restore the spotlight or its data.
To delete a spotlight

In Quality assurance, click your profile icon in the top-right
corner.
Click Settings ( ).
In the sidebar under Account, click AI.
Under Usage select Spotlight to display a list of all your
spotlights.
Next to the spotlight you want to delete, click the options menu ( ) and select Delete.