Scout appears in the menu for every role. Each person sees the data for their own scope: the whole Company, an Area, a Unit, or just their own service. Processes and adherence requires the Scale plan. The Tartini interface is in Portuguese. Screen and button names appear here exactly as on screen, with the translation in parentheses.
What Scout Evaluates
In every closed conversation, Scout gives a score from 0 to 10 for up to six criteria:
Each responsible party’s final score is the combination of these criteria. A criterion without a standard set up in the Cérebro, such as tone of voice or compliance, appears marked as not evaluated for this company.
When a Conversation Enters the Queue
Scout starts evaluating as soon as someone turns on Ativar Scout ao finalizar conversa (Turn on Scout when closing a conversation), in Set the conversation rules. From then on, every closed conversation (by the agent, by Tino, or due to inactivity) enters the queue and receives an automatic analysis.Each analysis consumes AI credits, and generating the monthly performance analysis does too. Track your usage in Track your credit balance and statement.
The Scout Cycle
1
Scout evaluates
When the conversation closes, Scout asks the Cérebro for the standard (personality, rules, and processes), and the conversation receives a summary, an overall score, and scores per criterion, with recommendations for improvement.
2
You validate
A manager opens the analysis and agrees with the score or corrects the criteria they judge to be wrong, with a justification.
3
Scout learns and gives back
The correction becomes the effective score for that service in the team’s numbers and helps Scout calibrate the next analyses. What it finds goes back to the Cérebro: each finding points to the screen where the correction gets written.
Choose What Reaches You
You don’t need to review everything. On the Conversas (Conversations) screen, filters define what appears in your queue: only the pending ones, only the low scores, only one criterion within a score range. Someone who wants to see only conversations with compliance below five sets Critério (Criterion) to Compliance and the range to 0–4, and the list then shows only that. Scout keeps the filters between visits, so the queue opens the way you left it. On the Panorama, the o que precisa de você (what needs your attention) section does the reverse triage: Scout itself chooses the priorities of that scope, by severity, and each one leads to the right screen. See Read Scout’s evaluations. See the full walkthrough in Read Scout’s evaluations and in Agree with Scout or correct the score.What Each Role Sees
Agreeing, correcting, dismissing an evaluation, and approving the monthly analysis are manager actions: Administrator, Company Manager, Area Manager, or Unit Manager. The Agent reads everything about themselves but doesn’t edit.
The Scout Submenu
On every screen, the scope bar sits at the top: the level (Company, Area, Unit, or agent) on the left and the period on the right. Panorama is the starting point: it summarizes the chosen scope and points, with a button, to which of the other screens you should go to first.
Frequently Asked Questions
Do I need to turn something on for Scout to start evaluating?
Do I need to turn something on for Scout to start evaluating?
Yes. Turn on Ativar Scout ao finalizar conversa in Set the conversation rules. Without it, no conversation enters the queue.
Does Scout use credits?
Does Scout use credits?
Yes, at two moments: the automatic analysis of each closed conversation, and generating or regenerating the monthly analysis in Desempenho.
Why does a criterion show as not evaluated for this company?
Why does a criterion show as not evaluated for this company?
Because the company hasn’t yet registered the corresponding standard in the Cérebro, such as tone of voice, guidelines, or compliance.
Can the Agent see colleagues' evaluations?
Can the Agent see colleagues' evaluations?
No. The Agent sees only their own conversations and their own performance.