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Audit gives you an independent record of AI participation and resolution status for each evaluated conversation. Use it to verify resolution claims, investigate billing questions, and see where AI support needs attention.

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What Audit records

Audit classifies a conversation as resolved, partial, or not resolved. Use this result to review a vendor’s resolution charge or a support workflow.

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Review the audit dashboard

Filter conversations by date, resolution status, or AI participation. Open a conversation to read its transcript, score breakdown, and audit explanation. Use filters before you export data. This limits an export to the conversations you need to review.

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Export audit data

  1. Select a date range and any filters.
  2. Select Export.
  3. Download the CSV file when CraftCX finishes the export.
Each export can cover up to 367 days. The CSV can include these fields:
  • ticket_id and helpdesk_id
  • subject and channel
  • resolution_status and ai_involvement
  • axis_score, ra, ie, and hs
  • resolution_note and audited_at
Use the CraftCX API to create and manage evaluation exports from your own system.

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Review billing or performance

For billing, filter to the billed period and review the resolution status with the transcript. For performance, filter by AI participation and compare AXIS scores across conversation types or time ranges.

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FAQ

Audit includes conversations that CraftCX has evaluated.
Resolution status describes the customer outcome. AI participation describes the AI’s role in the conversation.
Export the relevant conversations and review their audit results with the transcript. Your vendor sets its own billing policy.