Understanding spotlight insights

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<p id="docs-hc-snippet" style="display: none;">In addition toautomatically scoring agents in specific categories, you can use spotlight insights to further streamline your QA process. Whilerating categoriesgrade agents, spotlight insights flag tickets.</p>
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<td>Quality Assurance (QA) or Workforce Engagement Management (WEM)</td>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Spotlight insights help you identify key customer interactions by automatically flagging tickets with specific events like churn risk, escalation requests, sentiment, SLA breaches, and bot issues. These insights highlight opportunities for improvement and learning, enabling you to focus on critical conversations and enhance support quality through targeted analysis and feedback.</p>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Settings &gt; Spotlight</div>
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<p class="p" dir="ltr">In addition to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747123354" target="_blank">automatically scoring agents in specific categories</a>, you can use
spotlight insights to further streamline your QA process. While <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043712922522" target="_blank">rating categories</a> grade agents, spotlight insights flag tickets.</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_yty_gdp_xdc">
<li class="li" dir="ltr"><a class="xref" href="#topic_u4j_rth_xdc">About spotlight
insights</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_lmq_fvh_xdc">About the system spotlight
insights</a></li>
<li class="li"><a class="xref" href="#topic_edt_gbn_q2c">About the spotlight insight tag
types</a></li>
</ul>
<p class="p" dir="ltr"><strong class="ph b">Related articles</strong></p>
<ul class="ul" id="topic-1__ul_zty_gdp_xdc">
<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>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9483275885466" target="_blank">Managing AI spotlight insights</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_u4j_rth_xdc">
<h2 class="title topictitle2" id="ariaid-title2">About spotlight insights</h2>
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<p class="p" dir="ltr">Spotlight is a discovery tool in Zendesk QA that enhances and accelerates your
evaluation process by highlighting valuable opportunities for improvement and learning. It
analyzes all team interactions, automatically surfacing newly synced closed conversations by
identifying and labeling specific keywords or phrases. Spotlight also offers various
out-of-the-box insights to help you identify specific events or signals for further
analysis.</p>
<p class="p" dir="ltr">In addition to the details in this article, this video provides a helpful visual
overview of spotlight.</p>
<p class="p"></p>
<div class="non-responsive"><iframe allowfullscreen="true" class="iframe" controls="controls" height="360" src="https://www.youtube.com/embed/7kRO0edMrW0?si=T3Rc4_W8zdEwi4-H" width="640"></iframe></div>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_lmq_fvh_xdc">
<h2 class="title topictitle2" id="ariaid-title3">About the system spotlight insights</h2>
<div class="body">
<p class="p" dir="ltr">Spotlight offers predefined insights to help you identify specific events or
signals for further analysis. Some require <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669430426#topic_wsw_cly_ydc" target="_blank">LLM-based AutoQA</a> to be enabled for functioning.</p>
<div class="p" dir="ltr">The following system spotlight insights automatically surface newly synced closed
conversations in Zendesk QA:<ul class="ul" id="topic_lmq_fvh_xdc__ul_q2t_j15_z2c">
<li class="li" dir="ltr"><a class="xref" href="#topic_lmq_fvh_xdc__outliers">Outliers</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_lmq_fvh_xdc__churn_risk">Churn
risk</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_lmq_fvh_xdc__escalation">Escalation
request</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_lmq_fvh_xdc__follow_up">Follow
up</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_lmq_fvh_xdc__exceptional_service">Extra
mile</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_lmq_fvh_xdc__sentiment">Sentiment</a></li>
<li class="li"><a class="xref" href="#topic_lmq_fvh_xdc__sla">SLA</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_lmq_fvh_xdc__bot_communication">Bot
communication efficiency</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_lmq_fvh_xdc__bot_repetition">Bot
repetition</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_lmq_fvh_xdc__dead_air">Dead air
(voice)</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_lmq_fvh_xdc__recording_missing">Recording
disclosure missing (voice)</a></li>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Spotlight insight name</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669430426#topic_wsw_cly_ydc" target="_blank"><strong class="ph b">LLM-based AutoQA</strong></a><strong class="ph b">
required?</strong>
</td>
</tr>
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<td class="entry nocellnorowborder" id="topic_lmq_fvh_xdc__outliers" style="vertical-align:top;">Outlier</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Offers the highest learning potential by allowing you to find critical
conversations for review with a single click. It automatically identifies
must-review interactions that are atypical or unusual for the team. It’s available
in over 100 languages.<p class="p" dir="ltr">Flags conversations where:</p>
<ul class="ul" id="topic_lmq_fvh_xdc__ul_p3p_x4p_q2c">
<li class="li" dir="ltr">The customer's problem could not be explained in one message.</li>
<li class="li" dir="ltr">The agent needed to ask for further information to understand the
request.</li>
<li class="li" dir="ltr">There were more replies than average from both the customer and
agent.</li>
<li class="li" dir="ltr">The length of replies was longer than average</li>
</ul>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">No</td>
</tr>
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<td class="entry nocellnorowborder" id="topic_lmq_fvh_xdc__churn_risk" style="vertical-align:top;">Churn risk</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Highlights conversations where customers express a potential risk
of attrition. It identifies instances where customers explicitly mention canceling
their subscription or switching to a competitor. <p class="p" dir="ltr">The Churn risk
insight is available in the 100+ languages supported by OpenAI.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Yes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" id="topic_lmq_fvh_xdc__escalation" style="vertical-align:top;">Escalation request</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Flags conversations where the customer requests to speak with a
higher-level representative, such as a manager. It does not detect internal
escalation processes that occur outside the conversation. <p class="p">It’s available in the
100+ languages supported by OpenAI.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Yes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" id="topic_lmq_fvh_xdc__follow_up" style="vertical-align:top;">Follow up</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Flags instances where a support representative has promised to take
a future course of action. It does not assess the validity of the action, only
whether it was completed. <p class="p">It’s available in the 100+ languages supported by
OpenAI.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Yes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" id="topic_lmq_fvh_xdc__exceptional_service" style="vertical-align:top;">Extra mile</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Identifies instances where a support representative provided
exceptional service and the customer expressed gratitude. <p class="p">It’s available in the
100+ languages supported by OpenAI.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Yes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" id="topic_lmq_fvh_xdc__sentiment" style="vertical-align:top;">Sentiment</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Detects both negative and positive sentiments in conversations,
enabling you to identify dissatisfaction or delight and address critical issues.
Understanding how customers feel when interacting with your support team through
sentiment analysis helps you assess your agents' empathy skills and tone when
handling difficult situations.<p class="p">It's currently available in English, Spanish,
French, German, Polish, Italian, Dutch, Portuguese, Turkish, Japanese, and
Swedish.</p>
<div class="p">
<div class="note">
<span class="notetitle">Note:</span> If you’re using<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538#topic_l5w_fr4_pgc" target="_blank"> intelligent triage</a> and a ticket's sentiment is classified, Zendesk QA uses that value instead of detecting it
again.</div>
</div>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">No</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" id="topic_lmq_fvh_xdc__sla" style="vertical-align:top;">SLA</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Detects whether the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5600997516058" target="_blank">service level agreement (SLA)</a>, which specifies and
measures the response and resolution times that your support team provides to
customers, has been breached.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">No</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" id="topic_lmq_fvh_xdc__bot_communication" style="vertical-align:top;">Bot communication efficiency</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Compares your bot’s conversation handling to that of average
agents. It returns an efficiency percentage that indicates whether interacting
with the bot resolved the issue faster and with fewer questions than speaking with
a human. Efficiency percentages under 20% are not returned.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">No</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" id="topic_lmq_fvh_xdc__bot_repetition" style="vertical-align:top;">Bot repetition</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Reports when the bot is stuck in a loop and repeating the same
message to the customer. Filter values include "detected" and "not
detected".</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">No</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" id="topic_lmq_fvh_xdc__dead_air" style="vertical-align:top;">Dead air (voice)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Highlights calls where the gap between consecutive messages exceeds
the set threshold. The default industry threshold is 30 seconds, but <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992300083226#topic_hvj_hvh_xdc" target="_blank">it can be adjusted to any
duration</a>.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">No</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" id="topic_lmq_fvh_xdc__recording_missing" style="vertical-align:top;">Recording disclosure missing (voice)</td>
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Detects whether the speaker discloses that the conversation is
being recorded. It can be customized to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992300083226#topic_hvj_hvh_xdc" target="_blank">specify which conversations it applies to</a>. </td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Yes</td>
</tr>
</tbody>
</table>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_edt_gbn_q2c">
<h2 class="title topictitle2" id="ariaid-title4">About the spotlight insight tag types</h2>
<div class="body">
<p class="p">Spotlight insights are available by accessing the “Feedback” section of a conversation,
regardless of whether you access that conversation via a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701144858#topic_rnw_zjx_vfc" target="_blank">dashboard</a>, the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043661945370#topic_wsw_cly_ydc" target="_blank">Conversations view</a>, the<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747327770#topic_g5y_dw1_cbc__section_xx1_nsc_tcc" target="_blank"> Assignments view</a>, or the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760283546#topic_wsw_cly_ydc" target="_blank">Reviews view</a>.</p>
<p class="p"><img class="image" id="topic_edt_gbn_q2c__image_obb_hcn_q2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_feedback_spotlight.png" width="400"></p>
<p class="p" dir="ltr">The following icons serve as visual indicators of performance for each spotlight: </p>
<div class="p">
<ul class="ul" id="topic_edt_gbn_q2c__ul_w5p_tbn_q2c">
<li class="li" dir="ltr">A yellow exclamation mark icon (<img class="image" id="topic_edt_gbn_q2c__image_ep3_ycn_q2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_negative_spotlight.png" width="24">) indicates that the spotlight was detected.</li>
<li class="li" dir="ltr">A gray x icon (<img class="image" id="topic_edt_gbn_q2c__image_h4x_ycn_q2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_spotlight_not_detected.png" width="24">) indicates that the spotlight was not
detected.</li>
<li class="li" dir="ltr">A green smiley face icon (<img class="image" id="topic_edt_gbn_q2c__image_rpg_zcn_q2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_positive_spotlight.png" width="24">) indicates positive feedback (for <a class="xref" href="#topic_lmq_fvh_xdc">system spotlights</a> only).</li>
</ul>
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