Spotlight is a feature in Zendesk that helps you focus on meaningful conversations by applying insight filters. These filters allow you to find conversations that include specific insight types, making it easier to identify important interactions. Spotlight works with text-based conversations and is available in both the Conversation view and in Assignments. For more details, you can check out theoriginal article.
The Outliers filter in Zendesk Spotlight helps you identify conversations with the highest learning potential. It flags conversations where the customer issue was complex, required multiple messages, or had more replies than average. This one-click…
Zendesk Spotlight allows you to filter conversations based on various criteria such as churn risk, escalation, follow-up, extra mile service, sentiment, bot communication efficiency, and bot repetition. These filters help you identify specific…
The Churn Risk filter in Zendesk identifies conversations where customers have mentioned canceling a subscription or switching to a competitor. This filter helps you proactively address potential churn by flagging these critical interactions for…
The Escalation filter in Zendesk Spotlight flags conversations where a customer has requested to speak to a higher-level representative, such as a manager. This filter helps you quickly identify and address escalated issues, although it does not…
The Bot Communication Efficiency filter in Zendesk compares your bot's handling of conversations against average agents. It returns an efficiency percentage indicating whether the bot resolved issues faster and with fewer questions than a human….