Spotlight Feature in Zendesk QA Explained
What is the purpose of the Spotlight feature in Zendesk QA?
Spotlight in Zendesk QA is designed to help you focus on meaningful conversations by applying insight filters. These filters allow you to sift through conversations and highlight those that are most relevant or require attention. This feature is particularly useful for managing large volumes of interactions and ensuring that critical issues are addressed promptly.
More related questions
How can I use the BotQA dashboard to understand AI agent performance?
The BotQA dashboard is a powerful tool for understanding your AI agent's performance. It provides important metrics, such as how often your AI agent escalates issues and other performance indicators. By analyzing these metrics, you can gain…
How does the Sentiment filter work in Zendesk QA?
The Sentiment filter in Zendesk QA identifies the sentiment and tone of both customers and agents. It allows you to filter conversations based on these sentiments, helping you to quickly identify interactions that may require special attention or…
What insights can I gain from the Conversation Insights view?
The Conversation Insights view in Zendesk QA provides a detailed breakdown of your help desk data. This view allows you to focus on specific metrics and trends within your customer interactions, helping you to make informed decisions about your…
How do comment size and predicted CSAT drivers work in Zendesk QA?
In Zendesk QA, the comment size and predicted CSAT drivers feature helps you understand the impact of comment length on customer satisfaction. By analyzing these drivers, you can identify patterns and correlations between the size of comments and…
How can I track review time in Zendesk QA?
Tracking review time in Zendesk QA is essential for understanding the efficiency of your review processes. This feature helps you monitor how long it takes to review interactions and identify any bottlenecks in your workflow. By optimizing review…
What is autoscoring in Zendesk QA and how do I set it up?
Autoscoring in Zendesk QA automatically evaluates customer interactions based on predefined categories. This ensures consistent quality and helps streamline the review process. Setting up autoscoring involves configuring these categories to align…
What can I learn from the AutoQA Dashboard in Zendesk QA?
The AutoQA Dashboard in Zendesk QA provides insights into both automatically and manually reviewed conversations. It offers a comprehensive view of agent performance and interaction quality, helping you to identify trends and areas for improvement….
How does Voice QA work in Zendesk QA?
Voice QA in Zendesk QA allows you to analyze phone call recordings by providing transcripts and additional call details. This feature helps you evaluate the quality of voice interactions and ensure that your phone support meets customer…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
