Managing 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 variousout-of-the-box insightsto help you identify specific events or signals for further analysis.


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Quality Assurance (QA) or Workforce Engagement Management (WEM)







Summary: ◀▼
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.






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 workspace managers can customize spotlight's predefined voice insights and
edit the insights they have created.
This article contains the following topics:

Customizing system spotlight
insights
Editing exact text-match spotlight
insights
Editing prompt-based AI insight
spotlights
Activating a spotlight
Deactivating a spotlight
Deleting a spotlight

Related articles

Understanding spotlight insights
Creating AI prompt-based spotlight insights



Customizing system spotlight insights

You can customize the following system 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.
Under Type, select System.
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.
Under Type, select System.
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 exact text-match 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.
Under Type select Exact text-match.
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.




Editing prompt-based AI insight spotlights

Once you have created AI prompt-based spotlight insights, you can edit, enhance,
test, or validate them as needed.
To edit prompt-based 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.
Under Type select Prompt-based.
Click the name of the spotlight insight you want to edit.
Edit your prompt as needed.
(Optional) If the AI suggestions toggle is turned off in your Account
settings, click Validate to receive feedback and tips on how to improve
your prompt without changing it.
(Optional) If the AI suggestions toggle is turned on in your Account
settings, click Enhance to refine the core intent of your prompt.
Test your prompt.
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.



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