Spotlight
Understand what is happening across your agent conversations.
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.
Spotlight dashboard for an agent
Real-time insights
Monitor current activity and recent conversation trends for an agent.
Sentiment analysis
Understand whether users are having positive, neutral, or negative conversations.
Topic discovery
Discover recurring topics and review the conversations behind each topic.
How Spotlight works
Section titled “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
Section titled “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
Section titled “Next steps”Analytics
Review performance metrics across agents, branches, and time periods.
Real-time insights
Monitor current activity and recent conversation trends.
Sentiment analysis
Understand user sentiment across completed conversations.
Topic discovery
Review recurring topics and the conversations behind each topic.