Editing and managing spotlight insights

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

Quick Look: Zendesk QA > Settings > Spotlight

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 pre-defined voice insights and edit the insights they have created.

This article contains the following topics:

• Customizing voice call spotlight insights
• Editing spotlight insights

Related articles

• Viewing spotlight insights
• Creating new spotlight insights

Customizing voice call spotlight insights

In addition to creating new spotlight insights, you can customize the following pre-defined spotlight insights for voice calls:

• Dead air: Analyzes moments of dead air in 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 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 your Dead air 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 the Dead air spotlight insight to open it.
5. 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
6. Define the maximum dead air threshold for your calls in seconds.
7. Click Save changes.

To customize your Recording disclosure missing 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 the Recording disclosure missing spotlight insight to open it.
5. 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
6. Click Save changes.

Editing spotlight insights

You can also edit the spotlight insights you have created.

To edit your spotlight insights

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 the name of the spotlight insight you want to edit.
5. 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
6. Click Save changes.