Glossary

Plain-language definitions of the terms QuantumOps uses, each linked to the page that explains it, and the older names you may still meet.

Written By Chris Scaminaci

Last updated About 1 hour ago

This page defines the words QuantumOps uses on screen and in these pages. Terms are grouped by topic, and each one links to the page that explains it in full. If you meet an older name for something, see Other names for the same thing.

Tickets and scores

Term	What it means
Health Score	A number from 0 to 100 for how healthy a ticket is. It starts at 100 and falls for warning signs: a breached SLA, a long silence, an overdue follow-up, the ticket's age, a slow assignment and too long on SLA hold. See How the health score is calculated. Each screen bands the score differently; see Where the score shows.
Priority score	A number from 1 to 100 that QuantumOps works out for a ticket. A lower number is more urgent: 1 to 25 is critical and 76 to 100 is low. A ticket shows 50 until it has been scored. See Read the priority score.
Workload level	How much work an agent is carrying: Fully available, Available, Moderate load, High load or Overloaded. Home and Agent Performance Hub set the High load and Overloaded cut-offs from your Workload thresholds, which default to 10 and 15. The Agent Dashboard uses the same five levels, written as one word, with fixed cut-offs of 10 and 15. See Check agent workload.
Incremental refresh	The lighter refresh that brings a ticket's summary, health, resolution paths and stale check up to date after an update, without a full analysis. How ticket analysis works calls it a lighter refresh, the ticket timeline shows it as AI Incremental Refresh, Home shows the last one in the Last Refresh column, and the setup wizard and Stale ticket detection call it an incremental refresh. See How ticket analysis works.
Sanity Score	A number from 0 to 100 for how closely two separate AI evaluations of the same ticket agree. A low score means the analysis is uncertain, not that the ticket is bad. A sanity check spends AI tokens. See Ticket details, sentiment and sanity scores.
Sentiment and tonality	Two scores from 1 to 10 in the AI analysis. Sentiment reads the customer's mood. Tonality reads how professional the exchange is, on both sides. An alert is raised when a score is at or below the threshold an administrator sets. See Sentiment and tonality alerts.
Stale ticket	An open ticket that has gone quiet: no activity for too long, a follow-up that is overdue, an age past the limit, a slow assignment or too long on SLA hold. See Stale ticket detection.
Sherlock	The research step of ticket analysis. It proposes a solution, likely root causes and similar resolved tickets. Documentation pages call its output research notes, and the source card marks it Pipeline. See Sherlock research and live context.
Copilot	The suggested actions and reply drafts QuantumOps offers on a ticket in HaloPSA. You approve, edit or reject each one. It is not the Copilot surface in Tool Governance, which covers only outside AI clients. See Copilot suggestions and reply drafts.
Live Context	A card on the Ticket Dashboard that gathers background for the ticket: relevant memories about the client and user, and the client's other open tickets. See Use live context.
Deep Investigation	A card on the Ticket Dashboard that asks Sherlock to research the ticket again, with a focus you choose. See Run a deep investigation.
Agent Assist	A guide on a HaloPSA ticket that proposes resolution paths and walks you through the steps of the one you pick. It is also called the Interactive Guide. See Agent Assist (Interactive Guide).
Resolution path (trajectory)	One of the routes Agent Assist proposes for solving a ticket, made of steps. The guide asks you to select a resolution path. Some pages call it a trajectory. See Agent Assist (Interactive Guide).
Guided work	A ranked work order for each technician. Tickets are scored on priority, SLA and age so the next best one comes first, with the aim of bringing the queue to zero. With HaloPSA colour sync on, QuantumOps also colours each technician's tickets in HaloPSA by what to work on next. See Guided work and HaloPSA colour sync.
Support memory	Facts about clients, users, sites and assets, and past resolutions, that QuantumOps learns from analysed tickets and uses in answers and research. It is available when enabled for your organisation. See Support memory.

Q-Director, Qubit and AI

Term	What it means
Q-Director	The name for QuantumOps's AI analysis and triage features and for the settings that tune them. An Administrator, or a person with the Q-Director Configuration role, changes them in Q-Director Settings. See Q-Director Settings.
Qubit	QuantumOps's AI assistant. You talk to it in Chat with Qubit in the web app, in the browser extension and on HaloPSA dashboards, and in Slack and Teams. See Chat with Qubit.
MCP source	A connection that gives Qubit extra tools, such as StackJack, HaloPSA's own MCP server or any compatible server. A source has one of three scopes: Only me (a personal source), Per user (each person signs in with their own account) or Tenant: everyone shares one credential. Anyone can add a personal source. The other two scopes need an Administrator. See MCP sources.
Tool Governance	The rules an Administrator sets for each surface a tool runs on: a tool is allowed, needs approval or is denied. The surfaces are Chat (Qubit chat), Copilot (outside AI clients connected over MCP), AgentRunner (Agent Runners) and Pipeline (unattended work such as ticket research, QBR deck generation and routines). See Tool Governance.
Standing approval	A permission you give Qubit to run a tool without asking each time, from the approval card (For this conversation or Always allow). You can review and revoke yours from the shield icon in chat. A deny rule in Tool Governance always wins. See Approving Qubit's actions.
Company glossary	Not this page. It is a list of your own organisation's terms, which the AI reads when it analyses tickets. See Company glossary.

Q-Notices

A Q-Notice is a short notice attached to a ticket, client, user, agent or the whole organisation. Technicians see it wherever that record appears, and the AI can take it into account. See Q-Notices.

Type	What it is for	Shown on the dispatch board as
Beacon	Awareness and FYI notices. It appears on screen as Q-Beacon.	Heads-up
Intel	Intelligence and context. It appears as Q-Intel.	Background
Directive	Instructions and requirements. It appears as Q-Directive.	Do this
Sentinel	Monitoring and watch. It appears as Q-Sentinel.	Watch for
Signal	Alerts and escalations. It appears as Q-Signal.	Status

Every notice also has a severity: Info, Advisory, Warning, Alert or Critical. Issuing a Q-Notice shows how to choose.

Alerts

The word alert is used for several different things in QuantumOps. This table tells them apart.

Term	What it means
Alert	A Customer Success alert: a ticket flagged for negative sentiment, poor tone or staleness, which you work in the Customer Success Center. See Working the alert feed and Sentiment and tonality alerts. The Agent Performance Hub counts the tickets that carry one as its alert figures.
Alert (dispatch board)	An item in the Alerts panel of the Intel drawer: an SLA breach, a client cluster or a queue stall. See Intel: alerts, capacity and AI insights.
Alert (Alert Engine)	A rule in the older Alert Engine, which Q-Notice auto-rules replace. See Alert Engine (legacy).
Alert (severity)	One of the five severities of a Q-Notice, between Warning and Critical. See Q-Notices.

Access and embedded dashboards

Term	What it means
Tenant	Your organisation's own QuantumOps setup, with its settings, modules, data and HaloPSA connection. Some screens say "this tenant".
Module	A part of QuantumOps that can be turned on or off for your organisation. An Administrator manages modules in Module Management. See Modules reference.
Role	The sign-in role, such as Administrator, Service Desk Manager or Dispatcher, that an Administrator gives a person with Manage roles in Team Management. Roles decide who can open each screen. A change applies at the next sign-in; see When role changes apply. It is not the agent role. See Roles and access.
Tenant tab key	A key an Administrator generates in the setup wizard and adds to the addresses of the QuantumOps tabs in HaloPSA. QuantumOps shows it once. Without it, dashboards embedded in HaloPSA are view-only. See Adding QuantumOps tabs to HaloPSA.
Trust levels of embedded tabs	What a dashboard in HaloPSA lets you do, shown as a badge on the Copilot card. View only means no tab key. Tier 1 · feedback means the tab key is present, so you can rate suggestions. Tier 2 · verified means you also verified your agent identity, so approved actions run in HaloPSA as you. Tier 3 · tools adds tool execution when your own StackJack connection is live. See Copilot suggestions and reply drafts.
Agent role	A label on each team member who has a HaloPSA agent, set in Team Management under Edit details: Agent, SDM Primary, SDM Secondary or Dispatch. It is not a sign-in role (see Role), which decides which screens you can open, so Dispatch here is not Dispatcher. Other screens use it to find your service desk managers (SDM Primary and SDM Secondary) and your dispatchers (Dispatch): the dispatch board's recommendations and Notify SDMs action, the approver list of a supervised override, the phone system's dispatcher sessions, the away limits and `/sdm` in Slack and Teams, and the team leads who receive escalated pings. See Inviting people, roles and agent links.
Trust levels in the extension panel	What the browser extension's side panel lets you do. A signed-in person can read and give feedback, such as rejecting a suggestion. A person with a HaloPSA-linked login can also write to HaloPSA as themselves. These are not the Tier badges of the dashboards embedded in HaloPSA, which Trust levels of embedded tabs describes. See What each part of the extension needs.
HaloPSA-linked login	A QuantumOps sign-in that is linked to a HaloPSA agent, either by matching verified e-mail addresses or by a link made in Team Management. Anything that writes to HaloPSA as you needs one: assigning a ticket, sending a reply or running a plan. Without it the extension panel is read-only. See Inviting people, roles and agent links.

Dispatch and chat

Term	What it means
Ping	A prompt on the dispatch board that a ticket or situation needs attention, with the reason it fired, such as breach risk, owner silent or customer waiting. The most urgent show first. See Needs you: pings and the focus card.
Board rules	Rules for the whole organisation that decide what every dispatch board hides: clients, ticket types, teams, categories, statuses and old tickets. Everyone with dispatch access can read them. Administrators and Service Desk Managers can save them. See Board rules: what every board hides.
Workspace	The tab on the dispatch board where you choose how pings reach you: which signals ping you, their thresholds, your working and quiet hours and how pushy the board is. See Workspace: how pings reach you.
Recommendation plan	The list of steps QuantumOps proposes to fix a situation, such as moving tickets in HaloPSA, messaging an agent or posting Q-Notices. Every step is shown in plain words before anything runs, and you accept to run it. See Recommendations and plans.
Routine	A prompt Qubit runs on a schedule and posts to the Slack or Teams channel or chat where you created it. It runs as you, without anyone watching. See Routines.
Agent Runner	A governed AI job with a goal, a trigger, a model, a list of allowed tools and budgets. See Agent Runners.

Customer success and QBR Studio

Term	What it means
QBR block	One building block on a QBR slide, chosen from the block palette. A block shows metrics, a chart or text. AI blocks write commentary from their evidence metrics. See Editing a review.
Evidence metric	A number from the QBR metric library that an AI block may use. The AI is asked to use only these numbers. A number in its text that is not among them is marked unverified for the reviewer. See QBR metric library.
Decision log	The record of the recommendations from QBRs and what each client decided about them. See Recommendations and the decision log.

White label

White-label documentation is not public. It opens inside the app for the people allowed to read it.

Term	What it means
White-label source	A named origin for tickets that arrive from a white-label partner. It has a display name, a code, an import mode and a parent client in the master HaloPSA.
Federation link	The connection between a master QuantumOps instance and a white-label instance. It mirrors tickets into the master's HaloPSA and attributes the work to a white-label source.
Master instance	The QuantumOps instance that works tickets for white-label partners and holds the federation links to them. A link's own page says we are the master on this side.
White-label instance	A partner's own QuantumOps instance, joined to a master by a federation link. The screens call it WL instance, and the master's links table lists the partner as WL client.
Credit bucket	A named allowance in a partner's credit ledger. A Consuming bucket deducts credits from its allocation, and a TrackingOnly bucket only counts quantity.
Partner user	A sign-in account that an administrator on the master has mapped to one white-label partner and one partner role. A partner user sees only their own partner's Partner Dashboard.

Payroll

Term	What it means
Admin Hub	The screen where administrators set up and run timekeeping and payroll, with a tab for each job, such as pay periods, employees, rule groups and reports. Its on-screen heading is Timeclock Admin Hub. The Payroll Management entry in the side menu opens it. The stand-alone Payroll Management page at `/timeclock/payroll` is a different, older page with the same name. See The timeclock and payroll Admin Hub.
Payroll wizard	The five-step screen that takes one pay period from setup through reconciliation and review to locking and paystubs. Open it with Wizard on a pay period's card. See The payroll wizard.
Rule group	The set of rules for a country and currency that payroll applies to a group of employees: deductions, contributions, allowances, premiums and accruals. See Payroll rule groups.
Pay schedule	When a group of employees is paid: how often, in which country and currency, and on which days. A pay schedule says when people are paid. An employee schedule says when they work. See Pay schedules.
Employee schedule	A reusable shift pattern, with work days, hours, shift times and rotations, that says when an employee works. It is not a pay schedule. See Employee schedules.
IBC	The base that social security deductions are calculated on. A rule marked Exclude from Deduction Base is left out of it. See How pay is calculated.
HED	The Colombian rate for day overtime: 1.25 times the normal rate. See How pay is calculated.
HEN	The Colombian rate for night overtime: 1.75 times the normal rate.
HEDDF	The Colombian rate for Sunday and holiday day overtime: 2.0 times the normal rate.
HENDF	The Colombian rate for Sunday and holiday night overtime: 2.5 times the normal rate.
Incapacidad	Incapacity leave. In the payroll wizard you add an incapacidad with a type (General, Work Related, Maternity or Paternity) and a pay percentage, and incapacity pay is prorated from approved leave. See Payroll wizard: reconcile.
Prima	A payout that a rule group can accrue and pay out in set months. The rule editor gives Prima = 50% of the base as its example. See Payroll rule groups.
Burdened cost	For a calculated pay period, gross pay plus the costs the employer pays on top. In a payroll projection, Total Burdened Cost is net pay plus the employer costs instead, so the two figures are not directly comparable. See Pay periods and Payroll projections.

Identity verification

Term	What it means
Verified ID	One of the two identity verification modes. The caller holds a Microsoft Entra Verified ID credential in Microsoft Authenticator and proves it by scanning a QR code. It can add a Face Check. See Identity verification.
Step-up	The other mode, Authenticator step-up. QuantumOps e-mails the caller a link, and the caller approves the request in Microsoft Authenticator. Your Administrator chooses the mode in Setting up identity verification, where step-up is the recommended choice, and a client's policy can override it. Screens also call it Authenticator sign-in (Client Settings and the verification log) and AuthenticatorPush (the browser extension). See Verifying a caller.
Assurance level	How strongly a caller was proven. Basic accepts any multi-factor method. Substantial needs Authenticator or Verified ID, and is the default minimum. High needs Verified ID with Face Check. See Clients and per-client policy.
Supervised override	A way to go ahead when nothing can verify the caller. You record a written reason and the second person who approved. It is logged as an override, never as a pass, and by default each technician may record 3 in 24 hours. See Issuing credentials and supervised overrides.

Other names for the same thing

Name you may meet	What it is now
Q-Notice Center, Q-Notice Hub	The same screen. The sidebar says Q-Notice Center and the page heading says Q-Notice Hub. See Q-Notices.
Team lead (dispatch board)	The Service Desk Manager board role, named so in the Workspace tab and the setup wizard. It sets your starting point on the board and is not an access role. See Workspace: how pings reach you.
Q-Director Config	The sidebar link that opens Q-Director Settings. See Q-Director Settings.
Documentation Admin	The sidebar link that opens the Documentation Hub. See Documentation Hub.
Qubit Chat Analytics	The sidebar link that opens the Chat analytics page. See Chat analytics.
Multi-user management	The header button that opens Team Management. See Team Management.
Settings	The header button, a gear, that opens Tenant settings. See Tenant settings.
Home, QA Pipeline	The screen you land on after you sign in. The sidebar says Home, and these pages also call it the QA Pipeline. Its address is `/qagridview`. See Home: the QA Pipeline.
Q-Ops Copilot tab	The Ticket Dashboard. The footer of a research note in HaloPSA uses this name. See The Ticket Dashboard in HaloPSA.
Qubit Copilot	Copilot. The panel on the Ticket Dashboard is titled Qubit Copilot - Suggested Actions. See Copilot suggestions and reply drafts.
Lighter refresh, AI Incremental Refresh, Last Refresh	The incremental refresh. See the Incremental refresh entry under Tickets and scores.
Interactive Guide	Agent Assist. The page heading says Agent Assist, and settings and older text say Interactive Guide. See Agent Assist (Interactive Guide).
Dispatch Control Center	The older in-app dispatch screen, kept as a fallback for browsers without the extension. The dispatch board now runs in the browser extension, and the sidebar's Dispatch Board opens it. See Opening the dispatch board.
Semantic Memory Hub	A retired screen whose address still opens. Support memory is the current name for what it held. See Support memory.
Memory graph, Memory Graph Explorer	Support memory. The Memory Graph screen in the sidebar is the Administrators' view of it. A Memory Graph card on the Client and User dashboards is a different thing: it lists the facts remembered about that client or person. See The Memory Graph screen and Support memory.
Alert Engine (legacy)	The older alert rules. Q-Notice auto-rules replace them, and you can import the old alerts into them. See Q-Notice auto-rules.

Other reference pages: Roles and access, Modules reference and E-mails QuantumOps sends.
What is QuantumOps?, for how the parts fit together.

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