Understanding spotlight insights

Spotlight insights enhance your QA process by automatically highlighting key interactions for review, using predefined insights like outliers, churn risk, and exceptional service. This tool helps you identify improvement opportunities by analyzing conversations and tagging them with performance indicators. Access insights through the Feedback section to quickly assess and address customer interactions, improving your team's response and service quality.




Location: Zendesk QA > Settings > Spotlight

In addition to automatically scoring specific categories within scorecards, you can
use spotlight insights to further streamline your Quality assurance (QA) process.
This article contains the following topics:

About spotlight
insights
About the standard spotlight

insights
About the spotlight insight tag
types

Related articles

Editing spotlight insights
Creating custom spotlight insights



About spotlight insights

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.
In addition to the details in this article, this video provides a helpful visual
overview of spotlight.





About the standard spotlight insights

Spotlight offers predefined insights to help you identify specific events or
signals for further analysis. Some require LLM-based AutoQA to be enabled for functioning.
The following predefined spotlight insights automatically surface newly synced
closed conversations in Zendesk QA:
Outliers
Churn
risk
Escalation
Follow
up
Exceptional service
Sentiment
SLA
Bot
communication efficiency
Bot
repetition
Dead air
(voice)
Recording
disclosure missing (voice)












Spotlight insight name
Description

LLM-based AutoQA
required?



Outliers
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. Flags conversations where:

The customer's problem could not be explained in one message.
The agent needed to ask for further information to understand the
request.
There were more replies than average from both the customer and
agent.
The length of replies was longer than average


No


Churn risk
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. The Churn risk
insight is available in the 100+ languages supported by OpenAI.

Yes


Escalation
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. It’s available in the
100+ languages supported by OpenAI.

Yes


Follow up
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. It’s available in the 100+ languages supported by
OpenAI.

Yes


Exceptional service
Identifies instances where a support representative provided
exceptional service and the customer expressed gratitude. It’s available in the
100+ languages supported by OpenAI.

Yes


Sentiment
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. It's currently available in English, Spanish,
French, German, Polish, Italian, Dutch, Portuguese, Turkish, Japanese, and

Swedish.

No


SLA
Detects whether the service level agreement (SLA), which specifies and
measures the response and resolution times that your support team provides to
customers, has been breached.
No


Bot communication efficiency
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.
No


Bot repetition
Reports when the bot is stuck in a loop and repeating the same
message to the customer. Filter values include "detected" and "not
detected".
No


Dead air (voice)
Highlights calls where the gap between consecutive messages exceeds
the set threshold. The default industry threshold is 30 seconds, but it can be adjusted to any
duration.
No


Recording disclosure missing (voice)
Detects whether the speaker discloses that the conversation is
being recorded. It can be customized to specify which conversations it applies to.
Yes








About the spotlight insight tag types

Spotlight insights are available by accessing the “Feedback” section of a conversation,
regardless of whether you access that conversation via a dashboard, the Conversations view, the Assignments view, or the Reviews view.

The following icons serve as visual indicators of performance for each spotlight:


A yellow exclamation mark icon ( ) indicates negative feedback.
A gray eye icon ( ) indicates neutral feedback.
A green happy face icon ( ) indicates positive feedback.