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Our existing documentation on Spotlight can be found here

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Spotlight is EdgeTier’s LLM Summarisation feature , making it easier to spot trends in customer conversations. Instead of reviewing interactions one by one, Spotlight Summaries let you analyse multiple conversations at once, highlighting recurring issues, agent performance trends, and customer frustrations, without the manual effort.

You can now take Spotlight one step further. Once you’ve hit Spotlight, you’ll now be able to see every interaction used to generate that Spotlight summary, and filter your Explore view to only display these interactions. You can then ‘Spotlight the Spotlight’, use the custom chart to visualise the breakdown of these interactions, or export them for reporting.

Want to understand how EdgeTier summarises your data, or understand a more granular breakdown of a specific Spotlight topic? This release provides you with more transparency around our AI summaries, and lets you use our LLM to get even deeper into your data.

How-To

1. Navigate to Explore, and Spotlight your interactions as usual.

1. The summary will appear slightly differently, with two buttons below each theme:
   1. ‘Examples’ is a quicker view. It will open an interaction modal that allows you to use your up and down keyboard arrows to navigate through all interactions related to that Spotlight topic.
   2. ‘See All’ will open the new Spotlight view on the Explore screen, filtered to all interactions related to that Spotlight topic.

1. The new Spotlight view appears as a limited version of the Explore screen. New filtering is disabled, and the interactions displayed are solely the interactions related to the Spotlight topic selected (based on the original 2000 interaction sample).
2. You can use the custom chart to understand different splits of this data, Spotlight this subset again, or click ‘x’ to return to your original Explore search.

Coming Soon

We hope you love this release! We’ll be releasing even more Spotlight improvements soon, including a dedicated agent-based Spotlight. If you have any questions about this release, please reach out to Customer Success. This release is available to all users with Spotlight.