Released Enhancements
CivicPlus Agent Analytics Dashboard
Admin users can now access an analytics experience for their CivicPlus Agent directly from the AI Agents menu in Staff Center. Analytics provides insight into agent performance, identifies knowledge and content gaps, and surfaces resident engagement trends, all scoped to a single selected agent at a time.
Key Capabilities
Dashboard Overview: High-level conversation outcome metrics are displayed on page load, including total conversations, unique users, and outcome breakdowns. Data represents a rolling 30-day window and is updated nightly.
Trending Topics: Identify what residents are asking about most frequently. Click any topic to open a modal view of related conversations. Learn more about trending topics.
Content Gaps: Surface areas where the agent lacks sufficient knowledge to answer resident questions. Click any gap to view the related conversations, with horizontal scrolling for conversations and vertical scrolling for messages. Learn more about content gaps.
Knowledge Sources and Citations: View which content sources the agent cites in responses, bucketed by type. Click a source type to filter citations from most to least cited. Each citation link opens in a new browser tab.
Access & Additional Notes
Analytics is enabled by default for all customers with the CivicPlus Agent application; no configuration is required to opt in.
At this time, Analytics is read-only. Organization Owner users can access Analytics through the AI Agents menu in Staff Center.
When no data is available, such as for new agent implementations, a clear empty-state message is displayed indicating that no data is available yet.
Analytics data is evaluated and updated nightly. In the event of an evaluation failure, an on-screen notification will be presented until the issue is resolved.