> ## Documentation Index
> Fetch the complete documentation index at: https://help.craftcx.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Article Usage Analytics

> Track and optimize your help center articles with AI-powered performance insights

Monitor which help center articles your AI agent shares with customers and discover how effective they are at resolving issues. Article Usage Analytics helps you identify your most valuable content and spot opportunities for improvement.

## Key Benefits

### **Data-Driven Content Optimization**

See exactly which articles your AI agent references most frequently and how well they perform. Make informed decisions about which content needs updates, which articles deserve promotion, and where knowledge gaps exist.

### **Performance Scoring**

Every article gets evaluated using our AXIS scoring system, showing you not just usage frequency but actual effectiveness at resolving customer issues.

### **Content ROI Visibility**

Understand which articles provide the best return on your content investment by seeing both high usage and high performance scores together.

## How It Works

Your AI agent automatically shares relevant help center articles during customer conversations. Article Usage Analytics tracks these interactions and analyzes their effectiveness over the past 30 days.

The system monitors articles from your configured help center domains and calculates performance scores based on real conversation outcomes.

## Understanding Your Data

<Tabs>
  <Tab title="Article Performance Table">
    The main analytics table shows:

    * **Article URL**: The specific help center article shared by your AI agent
    * **# Tickets**: How many customer conversations included this article
    * **Performance Scores**: AXIS scores showing article effectiveness
    * **Total Score**: Overall article performance rating (out of 5)

    Articles are sorted by usage frequency by default, with most-shared articles appearing first.
  </Tab>

  <Tab title="AXIS Scoring Metrics">
    Each article receives three performance scores:

    * **RA (Resolution Accuracy)**: Did the article help provide the correct answer?
    * **IE (Interaction Effort)**: Did it reduce back-and-forth conversation?
    * **HS (Handoff Smoothness)**: If escalation was needed, was the transition smooth?

    The **Total Score** averages these three components, giving you a complete picture of article effectiveness.
  </Tab>
</Tabs>

## Getting Started

<Steps>
  <Step title="Configure Help Center Domains">
    Add your help center domains in [Organization Settings](https://app.craftcx.com/settings/organization). This tells the system which article URLs to track.

    **Example domains:**

    * `docs.yourcompany.com`
    * `help.yourcompany.com`
    * `developers.yourcompany.com`
  </Step>

  <Step title="Let Your AI Agent Work">
    Once configured, your AI agent will automatically start sharing relevant articles. Analytics data will appear as conversations accumulate.
  </Step>
</Steps>

## Using Your Analytics

### Identify Top Performers

Look for articles with high usage (many tickets) and high AXIS scores. These are your content gold mines—consider:

* Creating similar articles on related topics
* Promoting these articles more prominently
* Using them as templates for other content

### Spot Improvement Opportunities

Articles with high usage but low scores indicate content that customers need but isn't quite hitting the mark. These articles should be your optimization priority.

### Find Content Gaps

If you notice certain topics driving frequent escalations without corresponding article usage, you may need to create new content or improve article discoverability.

### Track Content Performance Over Time

Monitor how article scores change as you make updates. This helps you understand which content improvements are most effective.

## Frequently Asked Questions

<Accordion title="Why don't I see any articles?">
  This could happen if:

  * You haven't configured help center domains in Organization Settings
  * Your AI agent hasn't shared any articles in the past 30 days
  * You're on the Pay-as-you-go plan (upgrade to Pro required)
</Accordion>

<Accordion title="How often is the data updated?">
  Article usage data refreshes every few minutes, so you'll see near real-time insights into which articles your AI agent is sharing.
</Accordion>

<Accordion title="What counts as article 'usage'?">
  An article is counted when your AI agent shares the URL in a customer conversation. The system automatically detects URLs from your configured help center domains.
</Accordion>

<Accordion title="Can I see historical data beyond 30 days?">
  Currently, Article Usage Analytics shows the most recent 30 days of data. This timeframe provides actionable insights while keeping the data relevant and manageable.
</Accordion>

## Next Steps

Ready to optimize your help center content? Start by:

1. **Reviewing your top 10 most-used articles** - Are they performing well?
2. **Identifying low-scoring content** - What needs improvement?
3. **Looking for patterns** - Which types of articles consistently perform best?

Your Article Usage Analytics provide the insights you need to create more effective help center content and improve customer satisfaction.

## Pricing

Article Usage Analytics requires a Pro or Enterprise subscription. You'll also get a preview of the feature during your trial.

[Upgrade your plan](https://app.craftcx.com/settings/billing) to unlock this feature and gain access to detailed article performance insights.