How to Configure Issues for CX Overview

Before CX Overview can start detecting incidents, you need to configure the list of issues.

Issue rules define what the AI should detect in conversations.

Once configured, AI will automatically scan chats and label conversations that match the defined conditions.

Step 1: Open Settings

1. Log in to your DoubleTick account

2. Go to Settings

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Step 2: Find Customer Overview Settings

1. In the Settings search bar, type Customer Overview

2. Open the Customer Overview settings page

Here you will see the list of existing issues that have already been created.

If no issues have been created yet, the list will appear empty.

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Step 3: Create a New Issue

1. Click Add Issue on the top right corner

2. Enter the Issue Name

Example: Highly Qualified Lead

1. Select a color for the issue label

The color helps visually identify the issue inside CX Overview.

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Step 4: Configure the Trigger Condition

Under Trigger Issue If, you need to define the condition that will activate the issue.

1. Select the AI Custom Field

Example: Deal Qualification Score

1. Select the Value

Example: Low Qualified

Once this condition is detected in a conversation, the AI will automatically apply the issue label.

1. Click Save

The issue will now be active and AI will begin detecting matching conversations.

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Where the AI Custom Field Comes From

Issue detection in CX Overview works using AI Custom Fields.

These fields analyze conversations and assign values based on the content of the chat.

Examples include:

• Lead qualification score

• Customer intent

• Complaint signals

• Product interest

To learn how to create an AI Custom Field, refer to the article: How to Create an AI Custom Field

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What Happens After Configuration

Once your issue rules and AI custom fields are configured:

• AI continuously scans conversations

• Matching chats are automatically labeled

• Detected incidents appear in CX Overview

• Teams can review and take action quickly

This enables businesses to monitor customer experience signals at scale.