> For the complete documentation index, see [llms.txt](https://learn.doubletick.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://learn.doubletick.io/doubletick-ai/cx-overview/how-to-access-cx-overview-and-understand-the-dashboard.md).

# 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.

***

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

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FjzhwTpC6jj0uOYL5AOmF%2FUntitled%20design%20-%202026-03-05T140042.398.gif?alt=media&amp;token=51bdfc6c-a603-47e3-90d8-62b8ae0f1b34" 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.

***

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

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FMRUJpvrqgxtkc1kJ9xp8%2FUntitled%20design%20-%202026-03-05T140347.689.gif?alt=media&amp;token=4ecefa15-f98b-4c81-93f2-cc6d61bc21c1" alt=""><figcaption></figcaption></figure>

CX Overview provides several filters to help you quickly focus on the incidents that matter most.

**Agent** — View incidents for all agents or filter by one or more specific team members.

**Issue** — Filter by issue type such as Payment Issue, Escalation Needed, or Highly Qualified Lead.

**Status** — Filter by Pending, In Progress, Resolved, or Not an Issue.

**Date** — Choose from Today, Yesterday, This Week, Last Week, or a Custom Date Range.

***

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

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2F3cSda7dv4GOR2NTw6zMH%2Fimage.png?alt=media&amp;token=e816c197-de62-49a8-82c7-79b7ae6e06ab" 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="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FlSfkvXpbkBbeZa1WCz4g%2Fimage.png?alt=media&amp;token=8ad473ec-e8af-4166-8d8b-460d1c02b427" alt=""><figcaption></figcaption></figure>

Each incident row shows key details about the conversation.

This includes:

**Date** — When the incident was detected

**Issue** — The AI-assigned category label

**Incident** — A short AI-generated description of what happened

**Customer** — The customer involved

**Agent** — The team member who handled the conversation

**Message** — A preview of the message that triggered the flag

**Status** — The current resolution state of the incident

***

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

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FTkAL7NorDi5XXVkHWkSY%2FUntitled%20design%20-%202026-06-04T154819.199.gif?alt=media&amp;token=f0766394-b4e2-4ba3-8f34-bc30a2bfc501" alt=""><figcaption></figcaption></figure>

Click any incident row to open the full conversation in a panel on the right side of the page.

Inside this panel you can:

* Read the complete conversation history between the customer and agent
* Reassign the conversation to a different team member
* Initiate a call to the customer directly
* Search for specific messages within the chat
* Add an internal note for your team

#### <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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