Skip to main contentDashboards and ticket work
Articles
- Home: the QA PipelineHome is the first screen after you sign in: six health indicators, an agent workload card, two trend charts and a list of every analysed ticket grouped by client.
- Ticket details, sentiment and sanity scoresHow to read the ticket details dialog, the sentiment analysis dialog and the sanity score that you open from the ticket list on Home.
- The Ticket Dashboard in HaloPSAThe Ticket Dashboard is the QuantumOps tab on a HaloPSA ticket: it shows what QuantumOps worked out about that one ticket and what to do next.
- Copilot suggestions and reply draftsQubit Copilot proposes actions on a ticket and drafts replies for you to approve, edit or reject, and approved actions run in HaloPSA as you.
- Sherlock research and live contextSherlock is the research step of ticket analysis, and Live Context shows what QuantumOps remembers about the client and user; both appear on the Ticket Dashboard.
- The Ticket Triage DashboardThe Ticket Triage Dashboard is the dispatcher's tab on a HaloPSA ticket, with a priority score, an AI recommendation, technician suggestions and the controls to route, merge, close or schedule the ticket.
- Duplicate tickets and recurring issuesTwo sets of cards on the Ticket Triage Dashboard show tickets that look like duplicates of this one and the same issue coming back for a user, a client or many clients.
- Agent Assist (Interactive Guide)Agent Assist proposes resolution paths for a ticket in HaloPSA, walks the technician through the chosen path one step at a time, and drafts the customer e-mail or internal note for each step.
- Guide notes in HaloPSA and their action pagesThe nine Guide Action screens are the small pop-up pages behind the private guide notes in a HaloPSA ticket: confirming a path, sending, modifying or skipping a step, creating a custom approach and getting help.
- The Client DashboardThe Client Dashboard shows one client's ticket health, risk, users and open tickets, with an AI analysis of the relationship and a prediction of what comes next.
- The User DashboardThe User Dashboard shows one end user's ticket history, health, risk and AI profile, and lets you verify the caller where the client uses identity verification.
- The Agent DashboardThe Agent Dashboard shows one technician's current workload, schedule, performance figures and AI profile, for supervisors and for the technician.