Who sees it: Administrator, Company Manager, Area Manager, and Unit Manager, each in their own scope. 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.
Track Right Now
When the chosen period reaches today, a live panel appears at the top of the screen and updates every 30 seconds.When an SLA has already been missed, a crítico (critical) badge appears in the panel’s header. The live panel disappears when the chosen period doesn’t reach today.
Measure Service Quality
This section brings the SLA adherence chart and a grid with six time and rate indicators. For times, the value shown is the median: half the services were faster than that number, half were slower. Next to it, the p90 shows the time of the ten percent slowest cases, so you can see the extremes without them getting lost in the average.Only the 1ª resposta has a configured deadline, the channel’s SLA. The other five indicators only compare against the previous period.
See Conversation Volume and Origin
The quem conduziu (who handled it) chart shows the period’s total conversations split between team and Tino. Next to it, three blocks complete the picture:- canais (channels): the volume by WhatsApp, WhatsApp Business, and Chat Widget.
- quem começou (who started it): splits conversations into recebidas (received) (the customer reached out), iniciadas (initiated) (the team reached out), and iniciadas pela ia (initiated by AI), with the proactivity percentage.
- transferências (transfers): how many conversations changed department in the period, and which department they went to.
Conversations from before origin tracking began are counted as “sem origem registrada” and are left out of the proactivity percentage.
Compare Areas, Units, and Agents
The comparison appears when there’s more than one child at the current level and no agent is in focus. You choose the comparison indicator: SLA, 1ª resposta, Atendimento (Service), Volume, Iniciadas (Initiated), Reaberturas, or Transferências.1
Choose the indicator
Click one of the pills above the comparison, for example SLA.
2
Drill down a level
Click an area card to see its units, or a unit card to see the agents.
3
Go back whenever you want
Use Voltar um nível (Go back one level) or choose another area or unit in the trail.
Clicking an agent card doesn’t drill down a level: it opens a side panel with that person’s numbers.
See the Agents Table
Below the comparison, the table lists every agent with activity in the period: atendente (agent), resolvidas (resolved), em andamento, 1ª resposta, atendimento, and csat. Click a column header to sort. Use the search to find someone by name.1
Click a row
The whole screen switches to showing only that person’s numbers.
2
Open their conversations
Click the row’s action button, or Ver as conversas deste atendente (See this agent’s conversations) in the side panel. This opens the Conversation Center in a new tab, already filtered.
3
Go back to everyone
Click ver todos (see all), at the bottom of the table.
The agents table never applies the agent filter. It’s on purpose: with someone in focus, it keeps showing everyone, to serve as a way back.
Frequently Asked Questions
Where do I see the SLA right now, in real time?
Where do I see the SLA right now, in real time?
In the header of the live panel, which shows how many SLAs are in alert or missed. The adherence rate for the whole period is in the service quality section.
Why did the comparison between areas or units disappear?
Why did the comparison between areas or units disappear?
Because there’s an agent in focus, or because the current level only has one child to compare.
Why does the table show everyone even with an agent filtered?
Why does the table show everyone even with an agent filtered?
On purpose. The footer warns about it, and the ver todos button clears the focus whenever you want.
How do I compare two months?
How do I compare two months?
Choose a specific month in the period pill. The variation shown is already against the previous month.