Spotlight on Spotlight

[ameyasapre]

Dear community,

In the recently hosted Performance Analytics office hours, we presented an overview of the Spotlight product and demoed the enhancements that are part of the upcoming New York release. Spotlight is a very powerful and easy to use feature within the Performance Analytics suite and it illuminates what is most important to work on in order to achieve the business goals. The feature is targeted mainly toward the agent persona.

The primary objective of a service desk agent is to deliver world-class customer service in the most effective and efficient way. As the queue is always busy, agents need to be able to make quick decisions and stay focused to deliver a top of the line service experience and contribute in driving business outcomes.

With Spotlight, the agents can work off a list that is ranked according to what is critical for your business. When you run a Spotlight collection job, the engine evaluates the records as per the weighted criteria and generates a score. The score is compared with a threshold. Any record whose score exceeds the threshold is considered a Spotlight record.

With a ranked list of Spotlight records, agents do not have to spend time figuring out what to work on because all that work is already done for them. They can pick the first record on the list and move along further down the list.

In New York, we have added the ability to create multiple copies of a Spotlight group. Consider the case when your enterprise has several assignment groups and want agents in each of the groups to work toward the same business outcomes. Or, if you are a managed service provider and want to apply the same criteria across multiple companies.

Previously, you had to manually create multiple Spotlight groups (with identical criteria) and use the breakdown elements or you had to manually create multiple Spotlight groups (with identical criteria) in each of the domains (companies) you support.

In New York, we have added UI actions that allow you to create as many copies as per breakdown element(s) and/or domain(s). These UI actions are secured via two new security roles.

In summary, Spotlight helps you focus on what is most important for your business and we believe that the enhancements will improve its usability even further, delivering value to your business even faster.

To wrap up, here are the key takeaways and best practices around Spotlight:

1. You can configure Spotlight to evaluate records in any table, except database views.
2. You can add any Spotlight related widget to a dashboard and share it.
3. Spotlight records are written every time a Spotlight schedule runs.
4. You can unpack any Spotlight score to examine the criteria and the weights that contributed to that score.
5. Schedule the Spotlight collection at least once a day.
6. If you are evaluating Spotlight scores based on PA snapshots, schedule the Spotlight collection job after the PA collection job.
7. Start with the out-of-the-box Spotlight solutions.

To view the recording of this session including the demo, click here. The slide deck presented during the session is also attached to this article.

For more information on our weekly PAR office hours, click here.

For more information on the Spotlight feature, you can refer to our product documentation.

For more information on the out-of-the-box Spotlight solutions, you can refer to our product documentation.

For more information on the upcoming enhancements to Spotlight in New York, you can refer to our release notes.

Thank you.

[Supriya37]

Hi,

can you explain briefly about show database view related list.