Q-Director: guides and the guide simulator

The Guides tab of Q-Director Settings controls the interactive guide, also called Agent Assist. It has two parts: a Configuration sub-tab with the guide's switches, and a Simulator sub-tab where you try a guide on a ticket and see the note it would post. Administrators and people with the Q-Director Configuration role use it. Technicians meet the guide itself in Agent Assist (Interactive Guide) and in the notes it leaves on tickets (see Guide notes in HaloPSA and their action pages).

Before you start:

• You need the Administrator role or the Q-Director Configuration role.
• The Interactive Guide module must be on. It is on unless an administrator turns it off in Module Management. While the module is off, the Guides tab is not listed.

Open the tab

1. In the sidebar, select Configuration → Q-Director Config. The page is titled Q-Director Settings.
2. In the list of tabs, under Integrations, select Guides.
3. Choose Configuration or Simulator at the top of the tab.

The older /interactive-guide-configuration address opens Configuration, and the older /interactive-guide-simulator address opens Simulator, so old bookmarks still work.

Settings that change what QuantumOps does

The Configuration sub-tab is titled Agent Assist Configuration. Three pills in its header show the current state of the guide, of HaloPSA posting and of AI responses (for example Guide: On, Halo: Off, AI: On).

Other saved settings

QuantumOps stores the settings below with your configuration and shows them here, but no feature reads them today, so changing them changes nothing. The one visible effect is that Enable AI Responses sets the AI pill in the header of the tab (AI: On or AI: Off). Their starting values are:

Change the configuration

1. Open Guides, then Configuration.
2. Change the switches and fields. The first time anyone opens the tab, QuantumOps creates the configuration with the defaults above.
3. Select Save. A message confirms that the configuration was saved, and the change applies to the next note.

Reset puts the form back to the default values. It always leaves Enable Halo Posting off, and it changes nothing until you select Save.

The Guides tab has its own Save button. The Save Changes button of the other Q-Director Settings tabs is not shown here.

Try a guide in the simulator

The simulator lets you run the guide on a ticket and read the note it would post, without waiting for a real ticket. The simulator does not post a note to HaloPSA, but it does record guide sessions (see What the simulator records below). Its header shows Halo: Safe while posting is off and Halo: Live while posting is on for your real tickets.

1. Open Guides, then Simulator. The page is titled Interactive Guide Simulator.
2. Under Ticket Selection, pick a ticket in one of two ways:
   • Load Existing Ticket: enter a HaloPSA ticket number and select Load. The ticket must already be known to QuantumOps. The ticket's number, summary, client and user appear when it loads.
   • Create Test Ticket: type a summary (required) and, if you like, some details, then select Create Test Ticket. This makes a mock ticket that exists only in the simulator. It has a made-up ticket number that does not exist in HaloPSA.
3. Under Guide Actions, select Show AI Paths. A banner at the top of Available Paths says where the paths came from. Each path shows its name, its steps and, when available, a confidence figure and an estimated time. The first path of a set of AI paths is marked Recommended.
4. Select Select This Path on a path. QuantumOps records a guide session for the ticket (Active Session) and shows the first step's note in Generated HTML Preview.
5. Read the note in Generated HTML Preview. Copy puts its HTML on your clipboard, and the View Raw HTML section shows the HTML itself.
6. Select Complete to see the completion note, or Abandon to end the session.

Other controls in the simulator:

• Open Guide appears once a ticket is loaded. It opens the real guide for that ticket, so use it with a real ticket. A test ticket's number does not exist in HaloPSA.
• Next Step and Skip Step appear while a session is active. They only add a line to the Activity Log. They do not move the session on.
• Activity Log lists what the simulator did and when. The trash icon in its header (its tooltip is Clear Log) clears the log.
• Clear in the page header empties everything and starts over.

What the simulator records

The simulator never posts to HaloPSA, but it saves guide sessions for the ticket you use:

• Selecting a path records a guide session with the status Active. Complete and Abandon change the status of that session.
• If the ticket already has an active guide session, either from a technician using the live guide or from an earlier simulation, loading the ticket skips the paths and opens that session under Active Session. Abandon then ends that session for everyone, including a technician who is using the guide on that ticket. Use it only when you mean to end the session.

Where the paths come from

Related pages

• Q-Director Settings: the other tabs of this page.
• Agent Assist (Interactive Guide): how technicians use the guide.
• Guide notes in HaloPSA and their action pages: what the posted notes look like and what their buttons do.