Types of Conversations Filtered by Zendesk Spotlight
What types of conversations can be filtered using Zendesk Spotlight?
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 types of interactions, such as when a customer is at risk of leaving or when exceptional service was provided.
More related questions
What is the Spotlight feature in Zendesk?
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….
How does the Outliers filter work in Zendesk Spotlight?
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…
How can I use the Churn Risk filter in Zendesk?
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…
What does the Escalation filter do in Zendesk Spotlight?
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…
How does the Bot Communication Efficiency filter work?
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….
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