CX Overview

What is CX Overview in DoubleTick?

CX Overview helps you monitor important customer conversations automatically.

Instead of manually reviewing every chat, CX Overview allows AI to analyze conversations and highlight chats that require attention. It acts like a customer experience monitoring dashboard, where important incidents from your chats are surfaced in one place.

This helps teams quickly identify issues, opportunities, and customer signals without going through each conversation manually.

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How CX Overview Works

Once CX Overview is configured, the system continuously scans your chats.

AI looks for specific conditions that you define, and when those conditions are detected, the conversation is automatically tagged as an incident.

For example, CX Overview can detect situations like:

• A customer asking about a partnership opportunity

• A highly qualified upsell/crossell lead

• A customer complaint

• A payment issue

• A churn risk

When such signals appear in conversations, they are automatically captured and displayed in CX Overview.

Each detected incident includes details such as:

• The customer name

• The assigned agent

• The message that triggered the issue

• The issue type

• The current status of the incident

This allows teams to quickly review and act on important conversations.

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Why CX Overview is Useful

CX Overview helps businesses gain visibility into what is happening across customer conversations.

Instead of reacting after a problem occurs, teams can detect signals early and take action faster.

Some key advantages include:

• Central visibility of important conversations

• Faster identification of customer issues

• Better coordination between teams

• Reduced manual chat monitoring

• Early detection of risks and opportunities

By using AI to analyze conversations, CX Overview helps teams stay proactive and maintain a better customer experience.

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Next Step

To learn how to access the CX Overview dashboard and understand the available filters and incident view, read:

How to Access and Use the CX Overview Dashboard in DoubleTick