# 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.

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#### <mark style="color:$primary;">**Where to Find CX Overview in DoubleTick**</mark>

<figure><img src="/files/thm0Pk42v9uwhCNw59Sk" alt=""><figcaption></figcaption></figure>

Follow these steps to access CX Overview:

1. Log in to your **DoubleTick account**.
2. On the **left side of the screen**, hover over the navigation panel to expand it.
3. Look for the **CX Overview** section.
4. 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.

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#### <mark style="color:$primary;">**Filters Available in CX Overview**</mark>

<figure><img src="/files/O7yIf02NSJWQWG58wAWJ" alt=""><figcaption></figcaption></figure>

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.

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#### 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.

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#### 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.

***

#### <mark style="color:$primary;">**Understanding the Incident Summary**</mark>

<figure><img src="/files/MR3AKehdyCiSG8em3fXN" alt=""><figcaption></figcaption></figure>

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.

***

#### <mark style="color:$primary;">**Viewing the Detected Incident**</mark>

<figure><img src="/files/fcn9JOqHQJ8SbU5bcLPT" alt=""><figcaption></figcaption></figure>

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.

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#### <mark style="color:$primary;">**Next Step**</mark>

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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