For successful customer support, the more issues are resolved with the first response (or maybe two), the better. You’re tuned to know these typical issues and how to guide your agents to resolve these questions conclusively with one reply. That’s the goal. But how to get there?
Spotlight – previously known as Klaus’ Complexity filter – has all the answers.
In a nutshell, Spotlight is a unique conversation discovery feature that samples and highlights the conversations critical for you.
Based on a statistical model custom-built for you, it automatically finds complex conversations that take more effort to solve than your average ticket. This way, you can easily find and zoom in on interactions that stand out for your team and need your attention.
What exactly is Spotlight? How does it work? How can you start using it? Let’s dig in!
Highlighting conversations you must review
How do you make sure you’re reviewing the most actionable conversations?
From a QA perspective, the biggest learning moments don’t come from the most common conversations. The interactions showcased with Spotlight are the ones that are a bit trickier: the customer issue is more complicated, and the problem cannot be explained in one message.
By reviewing conversations highlighted by Spotlight, you can ensure your QA efforts are focused on conversations that are critical to review and contain the most influential learning moments.
Why Spotlight is so cool – statistics, obviously
Our data science team has come up with an innovative way to determine where your reviewers’ effort is most rewarded by doing a multilevel statistical analysis of your communications metadata. That’s right – your communication statistics, we mean, cat-istics, are worked into that function.
It is like a custom-built intelligent filter that lets you find issues that your agents struggle with or need more effort than usual to resolve.
Spotlight discovers conversations without you having to think about which parameters to use to filter out the right conversations for a valuable review session. It’s a one-click solution that selects the top 15% of the most interesting tickets.