Agent detail and profiles

Agent Detail shows one technician in depth: the last 30 days of figures, their DiSC style, skills, coaching plan, interaction quality and workload health. A manager opens it before a one-to-one, or when Team View flags someone. The DiSC, skills and coaching sections are aids for a coaching conversation. They describe patterns in the agent's ticket work. They are not a verdict on the person, so read them alongside what you know of the agent.

Before you start:

• The Agent Performance module must be on, and you need the Administrator, Service Desk Manager, Dispatcher or Customer Success role. See Agent Performance Hub.
• An agent appears only while they are included in the hub. You choose who is included in Hub settings.
• The Psychological Profile and the written parts of Coaching & Development need a generated profile. See Generate profiles.

Open an agent

Use any of these:

• In Team View, select an agent's card.
• Select Agent Detail, choose a team in Team, then choose the agent in Agent. Agents who are online are marked.
• Open a link of the form /agent-performance-hub/ followed by the agent's HaloPSA agent number.

Once an agent is chosen, the bar above the tabs shows their status and their live workload from HaloPSA: open tickets, workable tickets when that differs, tickets with alerts, stale tickets, and the workload level. The ticket-type filter applies. Select a count to list its tickets. Beside them you see either Last analyzed with a date, or, for an agent who has never been analysed, the Generate Profile Now button.

Six tabs follow: Overview, Psychological Profile, Skills & Competencies, Coaching & Development, Interaction Quality and Workload Health.

What is calculated and what AI writes

On Overview, the Narrative pill says where the written profile text came from, with the date: AI-generated, Rule-based or Not generated. Rule-based means the DiSC section and guidance use standard wording for the agent's DiSC style, not text written about this agent.

Read Overview

The two pills at the top show the Data source (Rollup or Live, see Where the figures come from) and the Narrative source.

Five indicators follow: Open tickets, Resolved this month, Quality score, Health score and DiSC profile. Select the question mark beside DiSC profile to open What is DiSC?.

• Performance summary shows the workload level, then Total handled, This week, Today and Avg health, and a list that includes Sentiment alerts, Tonality alerts, Stale tickets, Avg first response, Avg resolution, Avg open ticket age and CSAT.
• Profile snapshot shows the four DiSC scores, the style blend and the emotional intelligence score.
• Skills snapshot and Coaching priorities are short versions of the next tabs.

The Last 30 days card is calculated without a model call. Its figures come in five groups:

A Daily group charts closed and opened tickets, backlog and logged hours day by day.

Further down, Ticket mix splits the agent's tickets By category, By priority and By client. Current workload shows counts you can select, the average and oldest ticket age, the split by priority, and a table of the 12 oldest open tickets with their age, health score and flags. These counts come from QuantumOps's own copy of the agent's tickets, so they can differ from the live HaloPSA counts in the bar above the tabs. Recent trends charts the last 90 days week by week, and Quality trends adds the health and alert trends. The footer shows when the figures were last refreshed and the date of the last comprehensive analysis.

Read Psychological Profile

DiSC describes behavioural tendencies in four styles: Dominance, Influence, Steadiness and Conscientiousness. Select What is DiSC? for a short explainer, which also says the model is a tool for dialogue, not diagnosis. The scores here are drawn from communication patterns across the agent's resolved tickets.

• DiSC profile shows the four scores as bars and the blend, such as a primary style with a secondary one.
• Profile summary names the Primary style and Secondary style, gives a short summary, and shows how many interactions the profile is based on and when it was generated.
• Communication style shows the agent's primary style and writing tone, scores for clarity, empathy, technical accuracy and appropriateness, and lists of Strengths, Areas for improvement and Communication tips.
• Emotional intelligence shows the Overall EQ score, its level and five component scores: self-awareness, self-regulation, motivation, empathy and social skills. EQ strengths and EQ development areas follow.
• Personality traits and Work style and team fit list traits, work preferences, behaviour under stress, team strengths, ideal team roles and potential conflict areas.
• Management recommendations gives guidance for managing the agent, and Key motivators lists what is likely to motivate them.

Before a profile is generated, the tab shows default scores and standard wording for the style it displays, and the Narrative pill reads Not generated.

Read Skills & Competencies

This tab is calculated from ticket history. It needs enough tickets across categories. Without them it says Skills matrix not available.

• Overall competency is the average proficiency across every category with at least three tickets.
• Technical proficiency is the average success rate across categories, counting resolved tickets with a health score of 70 or more.
• Soft skills combines empathy (few sentiment alerts), professionalism (few tonality alerts) and communication (ticket health).
• Category proficiency lists up to eight categories with the tickets handled, the success rate, the average resolution time and a trend.
• Core competencies compares each competency's current level with its target on a scale of 1 to 5, with a status.
• Strong categories, Developing categories and Client expertise list where the agent is strongest, where they are growing, and the clients they handle most.
• Identified skill gaps lists up to five gaps with a severity, the current and required level, the impact, and suggested training.

A footer shows when the skills were assessed.

Read Coaching & Development

• Overall assessment gives a summary with a priority pill, such as High priority, and, when set, the Next review: date.
• Short-term objectives and Long-term objectives each show the objective, its category, where the agent is now and the target, action steps, what success looks like, a time frame and a priority.
• Training recommendations lists courses or activities with a type, a rationale, expected outcomes and an estimated duration.
• Mentoring gives a mentoring focus and Suggested mentor qualities.
• Manager guidance gives a Management approach, Motivation strategies and Feedback tips.
• 1:1 talking points and Recognition opportunities prepare the conversation.

The footer shows when the plan was generated. See the table above for which plans AI wrote.

Read Interaction Quality

This tab covers an analysis period shown at the top, with the number of interactions analysed. It is built from ticket interaction data. If it has none it says Interaction quality data not available.

• Overall quality shows a score out of 100 with six dimensions: communication, technical, empathy, professionalism, effectiveness and timeliness. Hover over a dimension for how it is calculated.
• Quality indicators counts Positive feedback (CSAT responses rated 4 or 5), Negative feedback (rated 1 or 2), Escalations and Reopens, and shows the FCR rate (first contact resolution).
• Sentiment analysis shows Avg response sentiment from -1 (negative) to +1 (positive), Sentiment alerts and Tonality alerts.
• Interaction patterns shows actions per ticket, resolution and response times, whether the agent is consistently professional and adapts to clients, Peak hours, Quieter hours, Client interaction style and Preferred response style.
• Positive examples lists up to three tickets with a health score of 80 or more and no alerts.
• Learning opportunities lists up to three tickets with a sentiment alert, a tonality alert or a stale flag, lowest health first.

Read Workload Health

This tab needs recent activity. Without it, it says Workload health data not available. Schedule and break figures use timeclock data, so they are filled in when your organisation uses the timeclock.

• Workload health shows a health status, when it was assessed, the health score, Open tickets against the optimal number, Capacity used, Workload level and Burnout risk.
• Burnout risk assessment shows a score out of 100 on a scale from low to critical, its trend and urgency, Risk factors with a mitigation each, Warning signs and Recommended interventions.
• Work patterns shows Avg hours / day, Avg days / week, Schedule adherence (clock-in days that started within 15 minutes of the shift start), whether overtime is regular and recovery time is adequate, overtime last month, consecutive high-workload days, Late starts, Early departures, Missed breaks, Work distribution and Peak days.
• Detected stress indicators lists observations with a type, trend and the date first seen.
• Immediate actions and Preventative actions list suggested responses.

Generate profiles

Profiles are written when you run the generator, and automatically when your organisation turns on automatic narratives in Hub settings.

1. In the hub header, select Generate Profiles. The generator opens in place of the view.
2. Under Scope, choose Single agent and pick one in Select agent, choose Entire team and pick one in Select team, or choose All agents. Only included agents are processed.
3. Under Data source, choose By ticket count or By date range. By ticket count reads the number set in Tickets in Hub settings. By date range shows Start date and End date, which start at three months ago and today. The range applies to the psychological profile. Large ranges are split into batches automatically and take longer. For an agent assessed as Non-Technical or Dispatcher, the run reads their recent actions in HaloPSA instead of tickets, and a date range does not narrow them.
4. Under Options, tick the parts to generate: Psychological profile (DiSC analysis), Skills & competencies matrix, Coaching recommendations and Workload health assessment. All four are ticked at first, and you need at least one. The skills matrix and the workload health assessment are marked no AI cost. Force regeneration (even if recent) also appears here. A manual run regenerates every ticked part, including for an agent who was profiled recently.
5. Select Start Generation. Real-time output shows a LIVE badge, a progress bar, the agent being processed and a line for each step. It keeps the last 200 lines. Select Clear logs to empty them.

When the run finishes, the agents' Profiled dates update in Settings and an open agent reloads.

• Agents are processed one at a time, so a team or everyone takes a while.
• The psychological profile needs at least 10 tickets in the count or date range you chose (10 actions for a Non-Technical or Dispatcher assessment). With fewer, the run saves no new psychological profile for that agent, so the tab keeps showing what it showed before. The other parts you ticked still run, and the agent is marked as analysed. If the agent has no AI narrative yet, the Narrative pill reads Rule-based.
• The psychological profile and the coaching recommendations use AI. A manual run is never blocked by the Monthly narrative cap.
• Counts above 2000 in Tickets may time out.
• On Agent Detail, Generate Profile Now runs the parts ticked under Options in Generate Profiles, with the data source chosen there (all four parts, by ticket count, until someone changes them). The live output is shown only in Generate Profiles. On Agent Detail the agent reloads when the run finishes.

Related pages

• Agent Performance Hub: Team View, Executive and where the figures come from.
• Hub settings: included agents, roles, thresholds and automatic narratives.
• The Agent Dashboard: one technician's workload and profile, as the Agent tab of the browser extension also shows it.