> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tartini.com.br/llms.txt
> Use this file to discover all available pages before exploring further.

# The Metrics Panorama

> See in a single screen what changed in the period: how much Tino absorbed, how the SLA is doing, and where to look first.

export const Artigo = ({titulo, href, children}) => <a className="lista-artigos-item" href={href}>
    <span className="lista-artigos-texto">
      <span className="lista-artigos-nome">{titulo}</span>
      {children ? <span className="lista-artigos-desc">{children}</span> : null}
    </span>
    <svg className="lista-artigos-seta" viewBox="0 0 24 24" width="18" height="18" aria-hidden="true">
      <path d="M9 6l6 6-6 6" fill="none" stroke="currentColor" strokeWidth="2" strokeLinecap="round" strokeLinejoin="round" />
    </svg>
  </a>;

export const Lista = ({titulo, children}) => <div className="lista-artigos">
    {titulo ? <p className="lista-artigos-titulo">{titulo}</p> : null}
    <div className="lista-artigos-itens">{children}</div>
  </div>;

Panorama brings together the team's and Tino's numbers into a single snapshot, already compared with the previous period. You see what improved, what lost strength, and which screen to go to next.

<Note>
  Who sees it: Administrator, Company Manager, Area Manager, and Unit Manager, each limited to 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.
</Note>

Where it is: **Métricas > Panorama** (Metrics > Panorama).

***

## Read the Period's Verdict

The sentence at the top summarizes the period: how much Tino absorbed, how many conversations it resolved on its own, and how the team did on SLA. A badge shows the overall direction: **melhorou** (improved), **em queda** (declining), or **estável** (stable). Below, two highlights compare with the previous period: the strong point, the signal that improved the most, and the point of attention, the one that worsened the most.

The verdict considers Tino's absorption, completion via process, SLA adherence, first response, service time, reopenings, and transfers. Conversation volume is left out, because it doesn't indicate quality on its own.

<Note>
  Without a previous period to compare, for example in a new Unit, the badge and the highlights don't appear.
</Note>

***

## Highlighted Indicators

Right below the verdict, a strip summarizes four numbers for the period.

| Indicator                              | What it means                                                                                       |
| -------------------------------------- | --------------------------------------------------------------------------------------------------- |
| **conversas** (conversations)          | How many conversations the period had. It's just volume, without indicating improvement or decline. |
| **absorvido pela ia** (absorbed by AI) | Percentage of the period's conversations Tino handled.                                              |
| **1ª resposta** (1st response)         | Time until the first response to the customer. The lower, the better.                               |
| **aderência a sla** (SLA adherence)    | Percentage of SLA deadlines met in the period.                                                      |

Below it, two cards lead to the detail screens, each with one large number and a few supporting figures.

### The Operação Card

| Indicator                             | What it means                                                    |
| ------------------------------------- | ---------------------------------------------------------------- |
| **contatos únicos** (unique contacts) | How many different people the team served.                       |
| **espera / fila** (wait / queue)      | Time the customer waits before the first response.               |
| **atendimento** (service)             | Time until the conversation is resolved.                         |
| **reaberturas** (reopenings)          | Percentage of closed conversations that were responded to again. |
| **transferências** (transfers)        | Percentage of conversations that changed department.             |

### The Tino Card

| Indicator                                     | What it means                                                                             |
| --------------------------------------------- | ----------------------------------------------------------------------------------------- |
| **resolvidas sozinho** (resolved alone)       | Conversations Tino closed with no person involved.                                        |
| **via processo** (via process)                | Percentage of Tino's resolved conversations that followed a process from start to finish. |
| **economia estimada** (estimated savings)     | Estimated hours the team didn't have to spend.                                            |
| **1ª resposta do Tino** (Tino's 1st response) | Time until Tino responds for the first time.                                              |
| **pico simultâneo** (simultaneous peak)       | Highest number of conversations Tino handled at the same time.                            |

Click **acessar →** (access →) on either of the two cards to open the full screen, with the same period and scope already applied.

***

## The Four Charts

* **absorção do Tino** (Tino's absorption): the curve of AI participation over the period, the screen's main chart.
* **canais** (channels): the volume of conversations by WhatsApp, WhatsApp Business, and Chat Widget.
* **aderência a sla**: the deadline compliance rate, with a line marking the previous period as reference.
* **quem conduziu** (who handled it): bars showing how much of the volume was the team's and how much was Tino's.

<Note>
  In a chart by period, an interval with no conversations at all appears as a gap in the line, not as zero.
</Note>

***

## Filter by Company, Area, Unit, or Agent

The trail at the top of the scope bar shows the current level: **empresa** (company), **área** (area), **unidade** (unit), and **atendente** (agent). The first step shown depends on your role. An Area Manager, for example, starts right at their own area.

<Steps>
  <Step title="Open a trail step">Click **área**, **unidade**, or **atendente**, in the trail on the left of the scope bar, at the top of the screen.</Step>
  <Step title="Choose or search">Choose an option from the list or type to search. Choosing an area or unit clears the selected agent.</Step>
  <Step title="Go back whenever you want">Choose **Todas as áreas** (All areas), **Todas as unidades** (All units), or remove the filter chip to go back up.</Step>
</Steps>

<Note>
  When you focus on an agent, the team's numbers become theirs, but Tino's participation stays at the scope of the level above. Tino doesn't have an agent.
</Note>

***

## Choose the Period and Refine by Channel or Department

By default, the screen shows **Esta semana** (This week). Every comparison is always against the previous period of the same length.

<Steps>
  <Step title="Open the period pill">Click **período** (period), in the right corner of the scope bar.</Step>
  <Step title="Choose the range">Use a shortcut (**Hoje** (Today), **Esta semana**, **Este mês** (This month)), navigate by month or year, or choose **Personalizado** (Custom) and fill in the two dates.</Step>
  <Step title="Apply">With the shortcuts and with month or year, the screen updates right away. With custom, click **Aplicar** (Apply).</Step>
</Steps>

Use **refinar** (refine) to restrict to one or more channels (**WhatsApp**, **WhatsApp Business**, **Chat Widget**) or to a department. With nothing selected, the screen counts all channels.

<Note>
  Period, channels, and department are saved in your browser and apply to all three Métricas screens. Area, Unit, and agent aren't saved: they return to default when you reload the page.
</Note>

***

## Frequently Asked Questions

<AccordionGroup>
  <Accordion title="Why does the badge say 'em queda' if conversation volume went up?">
    Volume doesn't factor into the verdict. Only the quality signals count: Tino's absorption, process, SLA, times, reopenings, and transfers.
  </Accordion>

  <Accordion title="Why don't I see any comparison?">
    There's no previous period to compare against, or the variation across all signals was too small to mean anything.
  </Accordion>

  <Accordion title="I filtered by agent and Tino's percentage didn't change. Why?">
    Tino doesn't have an agent. The per-person scope only applies to the team's numbers.
  </Accordion>

  <Accordion title="Where do I see the target for each indicator?">
    There's no target registered in Tartini. The only reference is the channel's SLA deadline, which appears in Operação, and the previous period, used in every comparison.
  </Accordion>
</AccordionGroup>

***

## Related Articles

<Lista>
  <Artigo titulo="Operation Metrics" href="/en/metricas/operacao">The team's numbers, section by section.</Artigo>
  <Artigo titulo="Tino Metrics" href="/en/metricas/tino">What Tino resolved and how fast.</Artigo>
  <Artigo titulo="Service SLA" href="/en/atendimento/sla">How the first response deadline is configured.</Artigo>
  <Artigo titulo="Roles and Access Explained" href="/en/visao-geral/papeis-e-acessos">Who sees each level of the structure.</Artigo>
</Lista>


## Related topics

- [Tino Metrics](/en/metricas/tino.md)
- [Operation Metrics](/en/metricas/operacao.md)
- [Use the Central de Conversas (Conversation Center)](/en/inbox/central-de-conversas.md)