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.
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.