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Article Usage Analytics shows which help center articles your AI agent shares in customer conversations. Use it to invest in articles that help customers and improve the content that creates extra work.

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Configure tracked domains

  1. Open Organization Settings.
  2. Add each help center domain that you want CraftCX to track.
  3. Let your AI share articles from those domains in customer conversations.
CraftCX tracks a URL when your AI shares it in an eligible conversation. The table covers the last 30 days of tracked article use.

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Read the table

The table lists each article URL, the number of conversations that included it, and its AXIS results. Use the total score to compare the article’s Resolution Accuracy, Interaction Effort, and Handoff Smoothness. The total score is their average.

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Act on the results

Review articles with high use and low scores first. Read the linked conversations to find missing information, outdated steps, or unclear wording. Keep articles with high use and high scores as reference material when you write related content. Review topics that create escalations without article use for content gaps.

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FAQ

Add your help center domains, then confirm that your AI has shared URLs from those domains in eligible conversations.
CraftCX counts a URL when the AI shares it in a customer conversation and the URL matches a configured domain.
Article Usage Analytics requires a Pro or Enterprise subscription. You can manage your plan in Billing Settings.