Call scripts and creating the ticket

A call script walks you through the questions to ask on a call and can fill in the ticket from the answers. When the call needs a ticket, the create-ticket dialog sets its summary, team, type, impact, urgency and who gets it. Both open from the Call Taking screen.

Before you start: you need the Administrator, Service Desk Manager, Dispatcher or Technician role, and the Call Center Operations module must be on. Scripts are written by an administrator in Q-Director Settings (Q-Director Config in the sidebar) → Call Taking → Scripts (see Building call scripts). While there are no active scripts, the script window does not open and Run Script is not shown.

Start a script

The script window opens by itself when you choose a caller on the Call Taking screen. To open it again, select Run Script in the toolbar.

QuantumOps picks the script for you. A script set up for a linked white-label partner is used first when the call came in on that partner's number, or when the caller is that partner's contact. Otherwise it uses the Default script.

If nothing is picked for you, Select a Call Script lists the active scripts, with the default marked. Select one, or select Continue without a script. Inside a running script, Change takes you back to the list.

Answer the steps

Each step shows what kind of step it is (for example Prompt, Question, Decision Point, Information, Input Required, User Match or AI Assist), a title, the text to read or ask, and sometimes a note for you. The Progress bar shows how far through the script you are.

What you do depends on the step.

• Type or choose. Type an answer in a text box, a larger text area, a number box or a date box, or pick from a list, radio buttons or checkboxes. Select Continue when you have answered. A required step keeps Continue switched off until you answer it.
• Decision. Select the button that matches what the caller says. Each button can lead to a different next step.
• User match. Type at least two characters of a name and pick the person from the results. The person you match becomes the caller on the Call Taking screen.
• Ticket search. Type at least three characters about the caller's issue. QuantumOps lists matching tickets with an Open or Resolved tag and how close each match is. Select one, then select the link button (Link to Selected Ticket unless your administrator renamed it), or select the skip button (No Match / Skip unless renamed). The script records the ticket you chose; it does not link the call by itself. Use Link Existing when the script ends if you want that.
• Skip. A step that can be skipped has a Skip button.

To change an earlier answer, select Completed Steps, find the step and select Revisit.

The text of a step can contain the caller's name, phone number and your own earlier answers. If a value is not known yet, the step shows its placeholder, such as {{account}}, as written.

Let AI fill in the ticket

An AI Assist step reads everything you have collected and drafts the ticket. It shows Analyzing call data and generating ticket fields... for a few seconds, then lets you edit:

• Summary and Details
• Impact and Urgency
• Callback Number (optional), which starts as the caller's number
• Triage & Routing: the recommended Team, Ticket Type and Routing Mode, with a confidence percentage and the reasoning

Select Regenerate for a new draft, or Confirm & Continue to keep your edits and move on. The summary, details, impact, urgency, callback number, team and ticket type go to the ticket. The Routing Mode and agent shown here are part of the recommendation only. A ticket the script creates for you uses Intelligent routing; in the create-ticket dialog you choose the routing yourself. If AI cannot produce a draft, the step shows a message and Try Again.

What happens when the script ends

The window shows Script Completed and lists the fields the script filled in. Then one of two things happens.

The ticket is created for you. This happens when the script has produced a summary and either names both a team and a ticket type, or names no team and an administrator has set Default Team (Queue for Triage) in Call Taking settings, together with Default Ticket Type (Queue for Triage) when the script names no ticket type. The footer shows Creating ticket... and then Ticket #… created successfully, with Open in Halo and Done. The ticket is dispatched to the script's team, or queued for triage when the script did not name one, and it is routed with Intelligent routing. Its details list the script's questions and your answers. If creating it fails, the footer shows the reason with Retry and Open Ticket Form. A script that names a team but no ticket type fails this way, because the defaults apply only to tickets queued for triage.

You choose. When the script has not produced those details, the footer asks Script completed. What would you like to do? with New Ticket, Link Existing and Close. New Ticket opens the create-ticket dialog with what the script collected already filled in.

Skip the script

Select Skip Script in the footer, or Continue without a script on the list. QuantumOps asks Skip Call Script? and warns that skipping means you will not collect the information used to categorise and route the ticket. Select Skip Script to continue or Go Back to return to the script.

Create the ticket yourself

Open the create-ticket dialog with New Ticket at the bottom of the screen, Create New Ticket or Create New Ticket Instead in User's Tickets, Open Ticket Form after a failed automatic create, or Apply & Create Ticket from the AI recommendation. The dialog is titled Create & Dispatch Ticket, or Create Ticket for Triage when you queue the ticket.

1. Check the Summary. It starts as Incoming Call, the caller's name and the time, or the summary from the script. Select AI Generate to write a summary and details from the script answers and your issue text. The button appears once there is something to work from.
2. If you ran a script, open Call Script Responses to review and edit the questions and answers that go into the ticket.
3. Add anything else under Additional Notes. The callback number is added to the top of the ticket details.
4. Choose Dispatch Mode, then complete the fields below.
5. Select Create & Dispatch (or Create Ticket when queuing). It stays switched off until there is a summary and, for Dispatch Now, a team and a ticket type (unless your administrator has made those optional).

QuantumOps then opens the new ticket in HaloPSA in a new tab, and Call Completed confirms it.

Dispatch Now or Queue for Triage

• Dispatch Now puts the ticket with a team and, depending on the routing mode, a technician. When AI triage is on in the settings, an AI Triage Recommendation loads by itself once the summary and notes have enough text. It shows a confidence percentage and a suggested team, type, impact and urgency, with Why? for the reasoning. The suggestions are filled in as they arrive, and Apply All applies them again after you have changed fields. Check Team, Ticket Type, Impact and Urgency before you create the ticket.
• Queue for Triage adds the ticket to the triage queue for a dispatcher to review and assign. The dialog shows Queued for Triage and applies the default team and ticket type from the settings.

Which one is selected when the dialog opens, and the default impact, urgency and routing mode, come from Call Taking settings.

Pick the routing

With Dispatch Now, Routing Mode decides who gets the ticket.

Top Technician Suggestions lists up to three recommended technicians with a skill-match badge and a score. Select one to switch to Specific Agent. In Select Agent, agents are grouped by team with how many tickets each has open, and Unassigned (Team Queue) is at the top. Choosing an agent who is offline or busy shows Agent Offline; select Assign Anyway or Choose Another.

Estimates and appointments

When your organisation has turned on Enable Historical Estimation, the dialog shows Resolution Estimate and Appointment Duration ranges once a recommendation has loaded. Show Estimate Ranges in Call Taking settings can hide them.

When Enable Appointment Scheduling is on and you have chosen a specific technician, a Schedule Appointment checkbox appears. Tick it, choose Commitment (Tentative or Firm) and Appointment Type, then pick one of the Available Slots. QuantumOps books the appointment after it creates the ticket. Both switches are on the Dispatch & Scheduling tab of Q-Director Settings; see Dispatch workflow and scheduling settings.

Related pages

• Taking a call: the screen these windows open from.
• Building call scripts: how administrators write the scripts you run.
• Call Taking settings: defaults for dispatch mode, routing, impact and urgency.
• Dispatch workflow and scheduling settings: estimates and appointment scheduling.