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 — 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.
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:
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
Viewing the Full Conversation
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
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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