Agreeing, correcting, and dismissing an evaluation is for Administrator, Company Manager, Area Manager, and Unit Manager. The Agent sees the evaluation and the correction, but doesn’t edit. Available on all plans. The Tartini interface is in Portuguese. Screen and button names appear here exactly as on screen, with the translation in parentheses.
Agree with the Evaluation
By default, the conversation stays pending until you agree with or correct the score. Where it is: inside the Análise do Scout (Scout Analysis) of each conversation, in the Avaliação da conversa (Conversation evaluation) section.1
Choose Concordo
Click the Concordo (I agree) card.
2
Comment if you want
Write an optional comment, up to 500 characters.
3
Confirm
Click Confirmar avaliação (Confirm evaluation). The conversation leaves the Pendentes list.
Correct the Score and Criteria
By default, the correction is made per responsible party: each agent and Tino receive their own score. Older conversations, without this split, show all criteria at once. Where it is: same section, Discordo (I disagree) card.1
Choose Discordo
Click the Discordo card.
2
Choose who to correct
Click Corrigir este responsável (Correct this responsible party) on the agent or on Tino you want to adjust. Whoever you don’t touch keeps Scout’s score.
3
Correct the wrong criteria
Fill in a score from 1 to 10 only for the criteria you disagree with. The ones left blank keep Scout’s score.
4
Justify each corrected criterion
Write why Scout’s score is wrong, up to 200 characters per criterion.
5
Save
Click Salvar avaliação (Save evaluation).
There’s no single score for the entire conversation: each responsible party carries their own score. It’s recalculated with the same weight Scout uses: 1 for tone of voice, guidelines, compliance, resolution, and process use, and 0.5 for an agent’s process adherence.
Explain the Overall Reason
In the Por que o Scout errou (Why Scout got it wrong) field, you can write the conversation’s context and mention an agent with@name. This text complements each criterion’s justification, it doesn’t replace it.
In older conversations, without a split by responsible party, this field is required and asks for at least 20 characters.
See What Changes After the Correction
The score you agreed with or corrected becomes the effective score for that responsible party in the team’s numbers: in Panorama, in the breakdown by criterion, and in Desempenho. These screens also show how many scores in the scope were corrected by a manager. The agent sees the same analysis, with the corrected score and your justification.Edit or Dismiss a Saved Evaluation
An already-reviewed evaluation appears in read-only mode, with the Editar (Edit) and Descartar (Dismiss) buttons.1
Reopen to edit
Click Editar to change the saved score, criterion, or comment.
2
Dismiss if needed
Click Descartar to delete your review. The conversation goes back to Pendentes.
3
Restore if needed
If you dismissed Scout’s evaluation (not your review), use Repor nas médias (Restore to averages) to bring it back.
There are two dismiss buttons. At the top of the analysis, it removes Scout’s evaluation from the averages, because the conversation wasn’t a service that could be evaluated. Inside your review, it deletes only your correction and returns the conversation to Pendentes.
Frequently Asked Questions
Why doesn't the conversation's score change when I correct an agent?
Why doesn't the conversation's score change when I correct an agent?
Because each responsible party has their own score when the conversation was split between agents or between Tino and an agent. There’s no longer a single score.
Why does a criterion show as N/A?
Why does a criterion show as N/A?
Either it doesn’t apply to that responsible party, like Process Use, which is only for Tino, or the company hasn’t yet registered the standard in the Cérebro.