Team settings and attention health

Team settings are the organisation-wide part of the Workspace tab on the dispatch board. Each person chooses how pings reach them on that tab. Team settings sit at the bottom of it and decide what everyone starts with, which settings nobody can change and the limits people stay between. Under them, Attention health and Team trail show whether the pings are working. Administrators and Service Desk Managers use all three.

Before you start: you need dispatch access. Only an Administrator or a Service Desk Manager can change team settings or see Attention health and Team trail. The trail also needs your sign-in to be linked to a HaloPSA agent (see What each part of the extension needs). People without the edit role see what you set as a read-only list headed Set by your admin. If you have set nothing, they see nothing there.

Open the team settings

1. Open the dispatch board (see Opening the dispatch board).
2. Select Workspace in the toolbar. The Board configuration panel opens on its Workspace tab.
3. Scroll to the bottom. Team settings (admin) comes first, followed by Attention health and Team trail.

What the form holds

Each person starts from the built-in settings for their role. A default for everyone replaces the built-in value for any role whose own starting point does not already fix that setting. A role starting point that you add replaces both. The person's own choices come last, unless you locked the setting or set a limit. People can still change anything you do not lock, within the limits you set. What each setting does is explained in Workspace: how pings reach you.

A default for everyone does not change a setting that every role's built-in starting point already fixes. The form marks such a default with Every role starting point sets this, so it changes nothing. Set that setting per role instead.

Set how pushy the board can be

How pushy a person may set the board has an At least list and an At most list. The modes are Gentle, Standard and Strict. What each one does is set out in Choose how pushy the board is.

1. Choose the lowest mode in At least, or leave it at No minimum.
2. Choose the highest mode in At most. Left alone, it reads Standard (the usual ceiling).

Without a limit, people can choose up to Standard. Allow Strict only if you want leads to see dismissals. The Team trail lists dismissals only while Strict is allowed.

Cap how many pings anyone sees at once

Enter a number from 1 to 4 in Most pings at once, for anyone. Leave it empty for the usual maximum of 4. Pings above the cap wait in the queue.

Let tickets with no HaloPSA SLA ping

Tick Tickets with no Halo SLA may ping to let QuantumOps treat its own SLA estimate as a real SLA for tickets that HaloPSA gives none. People see this setting on their own tab but cannot change it.

Give everyone a different default

1. Under Defaults for everyone, open the Give everyone a different default list and choose Add a setting....
2. Pick a setting. The list is grouped as Queue and noise, What can ping me, Working hours, What counts as urgent, Tell me when..., How pushy, How the board looks and Sound and notifications.
3. Give it the value you want. Select Remove beside a setting to take your default away again.

While nothing is set, the section reads Nothing set. Everyone starts from the built-in defaults.

Give a role a different starting point

1. Under A different starting point per role, choose Dispatchers, Team leads or Customer success.
2. Open the list under the role names and add settings in the same way. The list is named for the role you chose, for example Change the starting point for dispatchers.
3. Select Remove beside a setting to take it away.

A role starting point sits on top of the built-in starting point for that role.

Lock a setting

1. Under Settings people cannot change, open Lock a setting and choose a setting. Where every setting in a group can be locked, the list also offers the whole group, for example Everything about urgency.
2. The setting joins the list. Select Unlock beside it to release it.

A locked setting shows Set by your admin on the person's tab and cannot be changed there. Settings that belong to the person alone, such as working hours, sound and notifications, are not in the list. To fix a setting at a value you choose, set that value as a default and then lock it. While nothing is locked, the section reads Nothing is locked.

Set limits people stay between

1. Under Limits people stay between, open Add a limit and choose a setting.
2. Fill in At least, At most or both. A setting that works in modes offers a list with No limit instead of a number.
3. Select Remove beside a limit to delete it.

A person can change the setting only inside the range you set. While there are no limits, the section reads No limits.

Map Customer Success people to their clients

This tells QuantumOps which clients each Customer Success person treats as their own. The board uses the list to ping each of them only about their own clients. The Customer Success Center does not use it.

1. Under Customer success: whose clients are whose, type the HaloPSA agent's number in the box marked Halo agent id.
2. Type the HaloPSA client numbers in the box marked Client ids, separated by commas.
3. Select Add.

To change a person's clients, edit the client numbers on their row. Select Remove to delete the row.

Save or discard

1. Select Save for everyone. It stays unavailable until you change something.
2. QuantumOps checks every setting before it sends anything. If something is wrong, you see Fix the highlighted settings first. and the problem appears next to the setting it belongs to.
3. If the server refuses the settings, you see The server did not accept the settings. The problems are shown next to each one. Nothing is saved until every problem is fixed.
4. When the save works, you see Saved for everyone. Open boards pick it up the next time they load.

Select Discard changes to go back to the last saved settings.

Read Attention health

Attention health covers the last 7 days of pings raised on your teams' boards. It shows four board-wide measures:

The By signal table has one row for each kind of ping:

A signal shows Retune? when more than 60% of its pings over the last 7 days were dismissed and there were at least 30 of them. It means the team default for that signal may be too loud. Review that signal's settings under Defaults for everyone.

The People on your teams table lists each person's pings, the pings they ignored until the second level of escalation, and their action rate. An Administrator sees everyone. A Service Desk Manager sees the people who share a team with them. Only people whose sign-in is linked to a HaloPSA agent appear.

Review the team trail

Team trail lists the pings that were not dealt with. Choose Last 24 hours, Last 48 hours or Last 72 hours.

• Pings nobody acted on. The owner did not act, and the second reminder in chat was not answered either. Each row gives the ticket number, the client, the owner and the time in UTC. Select the ticket number to open that ticket on the board.
• Dismissals. Each row says who dismissed which kind of ping, with the reason they gave: Handled, Not mine or Stop showing this. Dismissals appear only for people whose board is in Strict mode, and only while your team settings allow Strict. In Gentle or Standard mode a dismissal stays private to the person.

If either section says Statistics start once the database update is applied., the statistics have not started for your organisation yet. Tell TechPulse support (see Getting help).

Related pages

• Workspace: how pings reach you explains each setting you can default, lock or limit.
• Board rules: what every board hides is the other admin setting on the board.
• Needs you: pings and the focus card shows what a ping looks like to the person who receives it.