How to Access CX Overview and Understand the Dashboard
Once CX Overview is enabled, you can easily access it from your DoubleTick dashboard.
This page displays all incidents detected by AI based on the issue rules you have configured.
Where to Find CX Overview in DoubleTick
Follow these steps to access CX Overview:
Log in to your DoubleTick account.
On the left side of the screen, hover over the navigation panel to expand it.
Look for the CX Overview section.
Click CX Overview.
Once opened, you will see a list of chats where AI has detected issues based on your configured conditions.
Each row represents a detected incident.
Filters Available in CX Overview
CX Overview provides several filters to help you quickly focus on the incidents that matter most.
Agent Filter
The Agent filter allows you to see incidents related to specific team members.
You can:
View incidents for all agents
Select a specific agent
Select multiple agents
This is useful for managers who want to review incidents handled by particular team members.
Issue Filter
The Issue filter allows you to filter incidents based on the issue type or label applied by AI.
Examples may include:
Partnership request
Highly qualified lead
Payment issue
Customer dissatisfaction
You can select one issue, multiple issues, or all issues depending on what you want to analyze.
Status Filter
Each incident has a status that shows its current progress.
Available status options include:
Pending The issue has been detected but no action has been taken yet.
In Progress The team is currently working on resolving the issue.
Resolved The issue has been successfully handled.
Not an Issue The detected incident was not relevant and can be ignored.
These status options help teams track the progress of each incident.
Date Filter
The Date filter allows you to view incidents within a specific time range.
Available options include:
All
Today
Yesterday
This Week
Last Week
Custom Date Range
This helps teams analyze recent incidents or review past trends.
Understanding the Incident Summary
At the top of the CX Overview page, you will see an incident summary section.
This section provides a quick overview of all detected incidents.
The summary includes:
Total Incidents The total number of incidents detected in the selected date range.
Resolved Incidents The number of incidents that have already been handled.
Pending Incidents The number of incidents that still require action.
In Progress Incidents The number of incidents that are currently being worked on.
This section helps managers quickly understand the overall status of customer experience incidents.
Viewing the Detected Incident
Each incident row shows key details about the conversation.
This includes:
Time when the issue was detected
Issue or label applied by AI
Customer name
Assigned agent
The message that triggered the issue
Current status of the incident
You will also see an Open Chat icon.
Clicking this icon will open the full conversation so you can review the context and take action.
Next Step
To learn how to configure issue detection rules for CX Overview, read:
How to Configure Issues and Incident Detection in CX Overview
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