Spotlight
Spotlight is the agent dashboard tab for conversation insights.
It helps you monitor live activity, understand user sentiment, and discover recurring topics from completed conversations.
Monitor current activity and recent conversation trends for an agent.
Understand whether users are having positive, neutral, or negative conversations.
Discover recurring topics and review the conversations behind each topic.
How Spotlight works
Spotlight uses completed conversations and conversation analysis results to build agent-level insights.
Some data appears in near real time, while deeper analysis is available after a conversation has finished and the platform has processed the transcript.
What you can review
- Live and recent conversation activity.
- User sentiment across completed conversations.
- Recurring topics discovered from conversation transcripts.
- Topic-level metrics such as conversation volume, sentiment, and success rate.
- The conversations that contributed to each topic.
Next steps
Review performance metrics across agents, branches, and time periods.
Monitor current activity and recent conversation trends.
Understand user sentiment across completed conversations.
Review recurring topics and the conversations behind each topic.