AI Transparency: Go Deeper with Spotlight Examples, Subtopics, and Agent Review

1. See More Interactions Behind Each Spotlight Summary

After running Spotlight, each theme now displays an ‘Examples’ button. Clicking it opens a scrollable interaction modal showing interactions related to that topic, drawn from the original sub-sample.

Please note: this view will show fewer examples than the ‘Explore Examples’ button, which takes a bit longer to load, but gives you a fuller picture of the trend.

From there, you can scroll through each interaction to quickly see what’s driving the theme, or use features like the emotion navigation toolbar to spot customer frustration or agent empathy.

How-To

1. Navigate to Explore and run Spotlight as usual
2. The summary will appear with two buttons below each theme: Examples and Explore Examples
3. Select ‘Examples’ on any theme to open the interaction modal
4. Use the arrows to scroll through the examples and read the interactions.

2. Zoom into Subtopics on the Explore Screen with “Explore Examples”

You can now take Spotlight one step further. Once you’ve run Spotlight, you’ll see two buttons below each theme:

• ‘Examples’ — opens an interaction modal where you can navigate through related interactions using your keyboard arrows. This used to show 3-4 examples, but is now expanded.
• ‘Explore Examples’ — this looks at the subsample of interactions in your Spotlight to find more examples related to each key theme. After a short wait, you’ll be able to view these examples in the Explore screen to validate the trend.

The new Spotlight view functions as a focused version of Explore. New/further filtering is disabled — the interactions shown are related to the selected topic from your Spotlight. From here you can:

• Use the custom chart to visualise different splits of the data
• Spotlight the Spotlight to go even deeper
• Export interactions for reporting
• Click ‘x’ to return to your original Explore search

This release gives you more transparency around EdgeTier’s AI Spotlight summaries and lets you get even deeper into your data by showing you the interactions used to pull out the themes.

How-To

1. Navigate to Explore and run Spotlight as usual
2. The summary will appear with two buttons below each theme: Examples and Explore Examples
3. Click ‘Explore Examples’ to open the new Spotlight view filtered to example interactions related to topic

3. Agent Spotlight: See How Your Agents Are Performing

Spotlight’s AI summary now includes an Agent Review view, available in both Explore and Agent Activity. This lets you analyse agent performance patterns across a group of interactions — not just why customers are calling, but how well the team is responding.

What’s New

When you open Spotlight on a set of interactions, you’ll now see two tabs:

• Contact Reasons — the existing Spotlight summary view (unchanged)
• Agent Review — a new tab that breaks into two views:
  • Strengths — recurring positive patterns across the interactions: communication style, empathy, resolution accuracy, and other behaviours agents are consistently doing well
  • Opportunities — areas where the interactions suggest room for improvement: response times, follow-up consistency, knowledge gaps

The Spotlight button and tab structure is available on both the Explore interactions table and the Agent Activity screen.

How-To

In Explore:

1. Spotlight a set of interactions
2. Select the ‘Agent Review’ tab alongside your existing Contact Reasons summary

In Agent Activity:

1. Navigate to the interactions table
2. Click the Spotlight button (newly added to this page)
3. Open the Agent Review tab in the Spotlight modal and select Strengths or Opportunities

Use Cases

• Reviewing a specific agent: Open their Activity screen, click Spotlight, and go to Agent Review to see Strengths and Opportunities across their recent conversations
• Investigating a contact reason cluster: Filter Explore by tag or contact reason, open Spotlight, then flip to Agent Review to see how agents are handling those specific interactions
• Cross-team QA sessions: Filter Explore by a team or agent group, open Spotlight, and use Agent Review to surface shared coaching themes

A Few Things Worth Knowing

• The Agent Review tab is available to clients with the Coach module enabled
• Summaries are based on a sample of interactions in your current view where agent strengths and opportunities were detected
• Summaries are based on Review comments and feedback, as well as AI analysis of each interaction.
• No changes to user permissions are required to use this feature.

Coming Soon

We hope these releases help you dive deeper into Spotlight and EdgeTier’s AI summaries. We’ll be releasing even more Spotlight improvements in the coming weeks.

If you have questions or feedback, reach out to your Customer Success contact.c