How ratings get here
Copilot replies
On a Copilot reply, the visitor uses the thumbs up or thumbs down control under the message. Scout stores that rating on the agent session. In the table, a thumbs rating shows as 👍 Good or 👎 Poor. The score is 100% for thumbs up and 0% for thumbs down. The same session in the agent’s History tab shows a thumbs icon: Rated helpful by the user or Rated unhelpful by the user.Workflow runs
Open the workflow, open Logs, and open a run. Use the feedback control on the run details. Rate Response Quality as Excellent, Good, Okay, or Poor, and add a comment if you want one. That row links to the workflow. In the details panel, View Workflow Run opens the log for that run.Review a rating
The table lists the newest ratings first. Columns:
Click a row to open the details panel. From there you can change Status and Priority, open the source session or workflow run, and read the user message, the agent response, and the full comment when Scout captured them. The panel also shows who submitted the rating. External visitors are marked External.
New ratings arrive as New, with Medium priority.
1
Open Feedback
In Scout Studio, open Evaluate in the left sidebar and choose Feedback.
2
Open the rating
Click the row. The details panel opens on the right.
3
Jump to the source
For an agent session, click View session or View Session. Studio opens that conversation on the agent. For a workflow run, click View Workflow Run.
4
Close it out
Set Status as you work it. Click Mark Resolved when you are done. Reopen moves a resolved item back to Reviewing.
Filter the list
Search feedback matches comments on the rows currently loaded. The table loads the 50 newest ratings that match your filters, so search does not look through older comments sitting outside that set. Filter narrows what Scout loads:- Score — Positive is 50% or higher. Negative is below 50%. Thumbs up is positive. Thumbs down is negative.
- Priority — Low, Medium, High, or Critical.
- Status — New, Reviewing, Resolved, or Dismissed.
- Assignee — one workspace member, or Unassigned.
- Date Range — when the rating was created.
Assign and delete
In the Assignee column, pick a workspace member or Unassigned. To remove a rating, open the row menu and choose Delete. Confirm Are you sure you want to delete feedback? Deleting a rating does not delete the session or the workflow run.Export agent feedback
Export downloads a CSV of agent-session ratings that match the current filters and comment search, including rows beyond the 50 on screen. Workflow-run ratings stay in the table. They are not in the file. The file is namedagent-feedback-YYYY-MM-DD.csv. Columns:
id, created_at, agent_id, agent_name, session_id, score, status, priority, assignee, comment, user_message, agent_response
score is a number from 0 to 1. assignee is the member’s name. user_message and agent_response are the text Scout stored with the rating, so someone outside Studio can see what was asked and what the agent said.
If nothing matches, Studio reports No agent feedback to export and does not download a file. If the export is too large to finish in one file, Studio tells you the file is partial.
Export is unavailable on the empty page, before any rating exists.
Who can open Feedback
If Feedback is missing under Evaluate, your role does not include read access. Ask an Admin or Owner to grant it. See Roles.
Feedback and evaluations
Online evaluations score conversations with an LLM judge or a code scorer. A human-review scorer cannot run on its own inside an online suite. Feedback is the place those human ratings go: one person, one reply or run, then a status your team can work. Use both when you want an automatic quality signal and a queue of ratings a person actually left.Next steps
Copilot
Embed the agent whose replies visitors rate.
Evaluations
Score live conversations automatically, separate from these human ratings.
Observability
Open the session behind a rating and read the trace.
Roles
See who can submit a rating and who can open the inbox.