What is the Highlights Report?
The Highlights Report automatically identifies the most significant patterns in your customer feedback. It can show you current trends or compare changes between time periods using the Compare toggle.
Compare ON: Shows how feedback has changed between periods (e.g., "Last 7 days vs Previous 7 days")
Compare OFF: Shows the most significant trends in your current data
Key Components
Each highlight shows:
Category Title: The main feedback theme (clickable for detailed analysis)
Business Narrative: 2-3 sentences with key metrics in bold
AI Recommendation: Specific, actionable next steps in the blue box
Ranking change: How the category's prominence has shifted (e.g., #7 → #5)
Interactions growth: Volume change between periods (e.g., 2 → 56 +2,700%)
Segment Insights: Which customer types are most affected
How to Use It
1. Start with the Biggest Impact
Focus on highlights with the largest changes or highest current volumes - these represent your most significant opportunities.
2. Check Customer Segments
Look at which customer types drive each trend:
Compare Mode: Shows segments with percentage changes (e.g., "enterprise +289%")
Trends Mode: Shows segment composition (e.g., "new customers 25%")
3. Act on Recommendations
Use the AI-generated recommendations as starting points for your action plans. They're tailored to your specific data patterns.
4. Filter for Focus
Use segment filtering to create targeted plans for specific customer types or time periods.
💡 How can I add segments to my agent?
Segments make the Highlights report more impactful.
Learn more in this article