Creating custom spotlight insights

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

Location: Zendesk QA > Settings > Spotlight

In addition to customizing and using the standard spotlight insights, you can also create new ones. Custom spotlight insights work with text-based conversations and voice transcripts, automatically surfacing newly synced closed conversations by identifying and labeling specific keywords or phrases.

For example, if you want to highlight cases where either the agent or the customer mentions a direct competitor, you could create a spotlight insight named 'Competitor' and provide a list of competitor names, product names, and features. These segments are valuable for review, as it is important to ensure your agents are well-equipped to discuss your brand.

You can create up to 20 custom spotlight insights.

To create a new spotlight insight

1. In Quality Assurance, click your profile icon in the bottom-left corner.
2. Click the Settings icon ().
3. In the sidebar () under Account, click Spotlight.
4. Click Create insight.

   

5. Enter a brief, descriptive Insight name for the spotlight.
6. Select the Insight type to display for these conversations.
7. Select whether it applies to All conversations or only Specific conversations.
   Selecting Specific conversations allows you to narrow down where your insight applies by:

   • Call direction: inbound or outbound
   • Conversation brand
   • Conversation channel
   • Escalation
   • Help desk tag
   • Language
   • Sentiment
   • Source type
8. Click Agent message and specify whether the content applies to the agent, client, or any message.
9. Enter the keywords and phrases you want autoscoring to identify in messages, with one word or phrase per line.

   You can add multiple rows and use the following conditions for complex findings:

   Condition name	And condition name
   is	is any of
   	is all of
   contains	contains any of
   	contains all of
   is not	is not any of
   	is not all of
   does not contain	does not contain any of
   	does not contain all of

   Enter a forward slash (/) and add the variable {..}. This variable is a dynamic content placeholder {..} that represents any name. For example, Competitor {··}!
10. Click Create Spotlight insight.