Understanding Spotlight reports
Spotlight is evaluagent's AI insight tool. It scans sets of customer conversations and tells you what's going on inside them — the patterns, the friction, and the things working well — without you reading every transcript.
What is Spotlight?
Spotlight acts as your AI business analyst. You filter a set of conversations on the Imported Contacts page, click Spotlight, and the AI reads through the conversation summaries to surface root causes and emerging themes.
Results are grouped into three categories so you know where to focus first:
Critical Issues — urgent things that need immediate attention (service breakdowns, at-risk customers, complaints that could lead to churn)
Monitor Closely — emerging trends and early warning signs before they become bigger problems
Performing Well — what's working, so you can do more of it
Each theme inside a category shows the percentage of conversations it covers and example excerpts so you can verify the findings and use them as evidence.
Why it matters
Manually reading through hundreds of conversations to spot trends is slow and biased toward whatever you happened to read first. Spotlight turns that hours-of-analysis job into a few minutes, and it shows you the supporting evidence — not just a vague summary.
Practical things you can do with Spotlight reports:
Brief team leads on the actual issues coming up in conversations this week
Build coaching plans grounded in real customer language, not assumptions
Spot process or product friction early, before complaint volumes spike
Share findings with stakeholders outside evaluagent for cross-functional action
How scheduling works
You can run Spotlight ad hoc whenever you want, or set it up to run automatically on a schedule.
Weekly reports cover the previous week and arrive every Monday
Monthly reports cover the previous month and arrive on the 1st
One-off reports send a single analysis immediately to a chosen recipient list
Scheduled reports land in your inbox with the same Critical Issues, Monitor Closely, and Performing Well structure you see in the app. Up to 10 schedules can be active across your organisation at any time.
Where to view results
Every Spotlight analysis you run is saved.
Go to Analytics > Spotlight to see your history
Click any past analysis to open the full results page
You'll also get an in-app notification when a new analysis finishes, with a direct link
You can share a results page with anyone who has Spotlight access on your contract by copying the URL. For sharing externally (with people who don't use evaluagent), there's a separate Share button that emails a secure link.
Required Feature Flags
Feature Flag | Description |
Conversation Intelligence | Core package that enables Spotlight |
Spotlight | Enables Spotlight on the Imported Contacts page and the Spotlight history page |
You'll also need the Spotlight permission on your role to run analyses and view results. Sharing externally needs the External Sharing feature and a corresponding permission.
How to find it
Run Spotlight: Quality > Imported Contacts, apply filters, click Spotlight
View past results and schedules: Analytics > Spotlight
For step-by-step instructions, see:
Use Spotlight for Root Cause Insights — Running Spotlight, reading results, and exporting findings
How do I schedule Spotlight reports? — Setting up recurring email reports
How do I filter Spotlight history? — Searching and filtering past analyses
What is the Context Engine? — Adding business context that shapes Spotlight's results