Since launch, Ask Spotlight has learned to analyse QA review questions, frequent customers and repeat contacts. The suggested prompts you see when you start a chat hadn't been updated to reflect that, so we've added three new ones to help you find these answers faster.
What's new
The three new prompts are:
- "Which QA review questions are my agents struggling with the most in the last 7 days?" This shows the scorecard questions agents are scoring lowest on, so you know where to focus coaching.
- "Who are our most frequent customers this month, and what are they contacting us about?" You'll get a list of the customers contacting you most often, along with the reasons they're getting in touch.
- "I want to reduce my repeat contact rate by 5%. Can you create an action plan for me?" Ask Spotlight looks at why customers are contacting you more than once and suggests where to start.
To make room, we've removed three older prompts:
- How is customer satisfaction trending in the past 30 days?
- Compare today's volume to the same day last week
- What was the average handling time last week?
You can still ask any of these by typing them into Ask Spotlight.
Where to find it
Open Ask Spotlight and start a new chat. The suggested prompts appear before you type anything, and clicking one runs it.
Good to know
- You'll only see prompts you have access to run. For example, if your role can't view reviews, the QA prompt won't appear.
- Once you have an answer, you can keep going in the same chat. Ask it to change the time period, focus on one team, or explain a result in more detail.
Questions?