Reports
Analyze → Reports answers three questions for a support or product team:
- What do people ask about, and how do those conversations end?
- How many issues reach your issue tracker (Linear or Jira)?
- On which pages do people need help?
Every tab follows the date picker and the environment switcher. Days are calendar days in the viewer's time zone, shown next to the date picker. Filters live in the URL, so a filtered report can be shared as a link.
Conversations
- New conversations: how many messenger conversations started, compared with the previous period of the same length, plus a chart by day with the previous period alongside.
- Scout resolution rate: the share of settled conversations Scout answered that it resolved, shown as "x out of y". A conversation settles once it closes or the person has been quiet for 24 hours.
- CSAT: ratings of 4 or 5 out of all ratings.
- Pushed to tracker: conversations with a Linear or Jira ticket.
- By support topic, By type and How they ended: each bar shows the outcomes. Click a row to filter the whole report by it.
- Conversations: the latest 200 that match, each with its AI summary, what happened, type, topic, outcome, ticket link and rating. Click one to open it in the Inbox. Export CSV downloads up to 5,000 rows.
How a conversation ended
The outcome is worked out from the conversation's state each time the report runs. The first rule that matches wins:
| Outcome | Rule |
|---|---|
| Pushed to tracker | A ticket was opened for it (failed deliveries don't count). |
| Waiting on team | With the team and not closed. |
| Resolved by team | Closed after the team took over (handed off, or a teammate replied). |
| In progress | Still with Scout, and the person wrote in the last 24 hours. |
| Resolved by Scout | Scout answered, it wasn't rated 1–2, and the AI didn't judge that the person left without what they needed. |
| Unresolved | Anything else: no answer, a 1–2 rating, or the person gave up. |
Overview's Resolved and the Scout page's Resolved by Scout use the same rule. Before Reports, those two pages counted any conversation Scout answered without a hand-off as resolved, so their rates may have dropped.
Types, topics and notes (AI)
Scout reads each conversation once it closes or has been quiet for 30 minutes, and again after new messages. Claude writes down:
- Type: question, issue (something broken or blocked), feature request, feedback or other.
- Topic: a broad support area such as "Login and verification". Claude reuses existing topics and only adds new ones while the project has fewer than 40; after that it uses "Other".
- Needed: one sentence on what the person needed.
- Outcome: one sentence on how it ended.
- Resolved?: yes, no or unclear. This feeds the Scout rule above.
Notes leave out names, emails and account details. The conversation is treated as data, never as instructions. Classification covers conversations from the last 90 days, a few at a time.
Teammates with Reply in the Inbox can:
- Change a conversation's type and topic in the Inbox side panel. The AI keeps their choice from then on, but still refreshes the notes.
- Add, rename, merge and delete topics from Reports → Topics.
Turn classification off with Scout → Settings → Sort conversations for Reports. It needs an Anthropic key, like Scout itself.
Issues pushed
This tab covers tickets opened from conversations, errors and recordings, either by teammates or by alert rules:
- Totals compared with the previous period.
- A chart by day, split by source.
- Counts by tracker (Linear team or Jira project).
- Conversation tickets by topic.
- Issue conversations escalated: the share of conversations classified as issues that got a ticket.
- The latest 100 tickets, with links to the ticket and to what it came from.
A ticket belongs to the environment of its source. Tickets whose source has been deleted count in every environment.
Pages
This tab lists each path with:
- Views.
- Conversations started on it.
- Conversations per 1,000 views.
- Issues and tickets from those conversations.
- The most common topic.
- Rage clicks and errors.
A page with a high conversation rate is one people find confusing. Use Group dynamic segments to fold /deals/42 into /deals/:id. Click a path to open it on the Pages screen.
API
GET /projects/:id/reports/conversations?env=&from=&to=&tz=&compare=&type=&topicId=&resolution= · GET /projects/:id/reports/conversations/export.csv (same query) · GET /projects/:id/reports/issues?env=&from=&to=&tz=&compare= · GET /projects/:id/reports/pages?env=&from=&to=&tz=&groupIds=1 · GET /projects/:id/conversation-topics · POST { name, description? } · PATCH /conversation-topics/:id { name?, description? } · DELETE /conversation-topics/:id?mergeInto= · PATCH /conversations/:id { type?, topicId? }
topicId=nonefilters to conversations without a topic.tzis an IANA zone; anything unknown falls back to UTC.- Reading reports needs Viewer; changing topics or classifications needs Reply in the Inbox.