Review Scout Conversations
Scout reports show how many conversations Scout handles, how often it resolves them, and how customers rate their experience. Start with an overview of every channel Scout works in, then open a single Beacon to look at its individual sessions.
To view Scout reports, go to Reports > Scout.
Reports show the last 30 days by default. To change the range, use the date dropdown menu in the upper-right corner of the report. The amount of time you can see on the report is governed by which Help Scout Plan you're on. Plus and Pro customers can see all reporting data for all time.
The percentages in the red and green badges compare the current date range to the previous period of the same length.
In this article
Scout Overview Report
The overview report is the first page you see. It combines data from every channel where Scout answers customers.
Summary metrics
Total Conversations
This is the number of conversations Scout took part in during the date range. The total volume percentage below the number shows its share of total volume across the same channels.
Resolutions
The resolution rate is the percentage of conversations Scout resolved. The bar under the rate splits conversations into three groups:
- Resolved: Scout provided an answer to the customer and the customer did not indicate they needed any further help.
- Unresolved: The customer indicated that they needed more help or the conversation was escalated by Scout due to an exclusion, but the customer did not reach out.
- Human Escalation: The conversation was handed off to your team.
Happiness
The Happiness score is a number out of 100, based on the ratings customers give Scout. The bar shows the share of Great, Okay, and Not Good ratings.
Channels chart
The Channels chart shows Scout activity over time, broken out by channel. Hover over the chart to see the number for a specific day.
Channels table
The Channels table lists every Beacon Scout is connected to, along with these numbers for each one:
- Sessions: Each new chat a customer starts with Scout counts as a session.
- Resolution Rate: The percentage of that Beacon’s sessions that Scout resolved.
- Happiness: The Happiness score for that Beacon.
A dash (—) means the Beacon had no Scout activity during the date range. Click a Beacon’s name to open its report.
Individual Beacon Reports
A Beacon report shows the same Total Conversations, Resolutions, and Happiness metrics as the overview report, but only for that Beacon. To return to the overview report, click the back arrow next to the Beacon name.
Sessions table
The Sessions table lists each session Scout had in that Beacon, with the most recent sessions first. Each row includes:
- First question: The first message the customer sent to Scout.
- Resolution: Whether the session was resolved, unresolved, or escalated to your team.
- Escalation: How the session ended. For example: Timeout means the customer didn't reply to the last answer given, Manual end means they ended the chat, Feedback helped means they gave a great rating indicating they were helped.
- Rating: The rating the customer gave, if they left one.
- Topic: The subject of the session, such as Reports and Analytics or Inbox Setup. For more help with Topics, see Categorize Conversations Automatically With AI Topics.
- Channel: The Beacon where the session took place.
- Time: When the conversation happened.
Use the arrows below the table to move between pages.
Export Session Data
To download the session data in a Beacon report, click Export above the Sessions table.