Ask Spotlight is EdgeTier's AI-powered data analyst. Ask it anything about your contact centre. Get an answer in seconds — no SQL, no tickets to your data team, no waiting.
This guide covers how to frame your prompts for the best results, and walks through real use cases where Ask Spotlight adds the most value, whether you're an Operations Manager tracking contact reasons, a Team Lead preparing for coaching sessions, or a Senior Leader pulling a board report. This guide covers how to frame your prompts for the best results, and walks through real use cases where it adds the most value.
Be specific about time. "Yesterday", "last week", "the past 30 days", or an exact range like "1st October to 28th February" all work well. Vague references like "recently" may default to a standard window — if you have a specific period in mind, say so. Very long date ranges (e.g. multiple years) may produce slower or less precise results — a focused time range usually works better
Name the filter you care about. Mention the region, channel, agent, or contact reason you want to focus on. You can stack multiple filters: "for voice contacts in the UK&I region, looking at Payment, for the last 30 days" is a perfectly valid question.
Follow up to go deeper. After a broad answer, ask "Why is that?", "Can you break that down by region?", or "Can you give me some examples?" Ask Spotlight remembers your conversation, so you don't need to repeat yourself.
Ask for the format you want. "Give me a ranked list of the top 5 reasons..." or "Summarise the key themes in 3 sentences..." both work.
Use full names and IDs for specific lookups. If you're looking for a specific agent, booking, or case, a full name or ID number gives more reliable results than a first name alone.
