Home: the QA Pipeline

Home 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.

Written By Chris Scaminaci

Last updated About 2 hours ago

Home is the first screen QuantumOps opens after you sign in. It answers two questions: is the help desk healthy right now, and which tickets need a person to look at them? You can also reach it from Home in the sidebar (address /qagridview).

Before you start: any signed-in user can open Home. It needs no special role and no module. A new organisation that has not finished the setup wizard sees the wizard first.

What refreshes and when

The six indicators and the agent workload card reload about every five minutes while Home stays open, and again each time you change Filter this page. The ticket list is read when you open the page and again after a row action or Check All Ticket Statuses. The two charts load when the page opens. To see tickets analysed after you opened Home, reload the page.

Read the six indicators

Six tiles run across the top. Point at a tile to read its definition. Select a tile to open the tickets behind its number (see Open the tickets behind a number).

Tile	What it counts
Open Tickets	Every open ticket QuantumOps holds for your organisation. Under the number, N% today compares with 24 hours ago. It appears only when the number has changed. A rise is red and a fall is green.
Avg Days Open	Tickets created in the last 30 days: the average of their days open (open tickets count until now, closed tickets until they were cleared). The tile is green up to 2 days, amber above 2 and red above 5.
Stale Tickets	Open tickets that the stale analysis marked stale. Under the number, the share of all open tickets. See Stale ticket detection.
Sanity Score	The average sanity score of tickets created in the last 30 days that have one. The verdict under the number is Healthy from 75, Moderate from 50 and Needs Review below that. A low average means the AI analyses of those tickets disagree. It does not mean the tickets are bad. See Ticket details, sentiment and sanity scores.
Closed Today	Tickets closed today.
High Priority	Open tickets with a priority score of 80 or more. Under the number the tile reads Score ≥ 80. See Priority score for what the score measures: it runs from 1 to 100, and a lower number is more urgent.

Filter this page

The Filter this page bar above the tiles hides or keeps tickets by HaloPSA ticket type, so the tiles, the agent workload and the ticket list all describe the same set of tickets. It does not change the two charts.

In Mode, choose Hide these types (the default) or Only these types.
Pick one or more entries in Ticket types, in ITIL request types (for example Incident or Change Request), or in both.
Tick Hide General User / no user to drop tickets raised by HaloPSA's placeholder contact and tickets that have no user.
Select Clear to remove the filter. The button appears only while a filter is active.

Under the controls, QuantumOps describes the filter and reports how many tickets it hides. When a type rule is active it also reports open tickets of unknown type. Hide these types keeps a ticket whose type QuantumOps does not know. Only these types leaves it out.

QuantumOps remembers the filter for you, not for the whole organisation, and applies it the next time you open Home.

Open the tickets behind a number

Every tile, and every count on the Agent workload card, opens the list of tickets it was counted from. The number and the list always agree.

Select a tile, or select a count such as 12 open or 3 stale.
A panel opens on the right. It shows the title, the number of tickets, what the number means and, when a filter is active, the filter.
When the list holds more than eight tickets, a search box appears. It searches ticket number, summary, client, user, agent and type. The panel shows the first 250 tickets, so search to narrow a long list.
Select a ticket number to open the ticket in HaloPSA in a new tab (Open in Halo). Select the eye icon (QuantumOps details) to open the ticket details dialog without leaving QuantumOps.
Close the panel with the close button or the Escape key.

Each row shows the ticket type, a short detail and flags such as Stale, Closed, Sentiment, Tonality and On hold. Each list has its own order:

Tile	List order
Open Tickets, Stale Tickets	Oldest ticket first
Avg Days Open	Open the longest first, with its days
Sanity Score	Lowest score first
Closed Today	Most recently closed first
High Priority	Highest score number first

Check agent workload

The Agent workload card shows who is carrying what. Its subtitle says where the numbers come from: open tickets in HaloPSA, or QuantumOps's own copy when HaloPSA cannot be reached.

The row of counts at the top shows all open tickets, tickets that are unassigned, and a warning count for tickets with a sentiment or tonality alert.
Each agent has a row with a status dot, their open tickets, their workable tickets (shown only when it differs from open), tickets with alerts, their stale tickets and a level label.
Workable means open tickets that count toward load. On-hold and SLA-hold tickets are left out while the Exclude SLA hold setting is on.
The level is Fully available, Available, Moderate load, High load or Overloaded. It comes from the workable count and the thresholds your organisation sets. By default 10 or more workable tickets is High load and 15 or more is Overloaded. The thresholds live under Workload thresholds in Agent Performance Hub. The Agent Dashboard uses the same five levels, written as one word, with fixed cut-offs of 10 and 15 open tickets.
The card lists the first 12 agents who have open tickets, heaviest first. When there are more, select the button under the list, which reads Show all followed by the number of agents, to see the rest. Show fewer collapses the list again. Agents you left out of Agent Performance Hub do not appear.

The card follows Filter this page.

Read the two charts

Ticket Volume Trend (7-Day Overview) plots three lines for the last seven days: New Tickets, Tickets Closed and Net Change. Net Change is the new tickets minus the tickets closed for that day.
Top Clients (Active Tickets by Client) shows up to eight clients with the most open tickets.

If a chart cannot load, it says Failed to load chart data. Select Retry.

Work the ticket list

Below the charts is the list of every ticket QuantumOps holds for your organisation, grouped by client. Each group header shows the client name and how many tickets the group holds.

Narrow and search the list

Quick Filters show All, Open or Closed tickets. The list opens on Open.
Expand Groups opens or collapses every client group. Groups start open.
The Search box in the grid toolbar searches ticket number, user, client, summary, category and sanity score at once.
Every column can be sorted. Use the filter icon in a column header for an Excel-style filter menu.
The list shows 50 tickets per page (25, 50, 100 or 200 from the pager). The footer says Showing N of M items. QuantumOps loads 1,000 tickets at a time, so when more exist a Load More button appears beside that text.

What each column shows

Column	What it shows
ID	The HaloPSA ticket number. Select it to open the ticket in HaloPSA in a new tab. A bell beside it shows the active Q-Notices on the ticket. Select the bell to read them.
User	Who raised the ticket, how many tickets that person has raised, and a warning mark when the person has given negative feedback before.
Created	When the ticket was opened.
Age/Hold	Two numbers stacked. The first is the ticket's age (5d, 3h, 20m), green up to 2 days, yellow above 2 and red above 5. The second, Hold: 2h, is the time since an agent last acted on the ticket. Point at either number for the exact date.
Last Action By	Whether the last action came from the Agent or the Customer, and how long ago. The time turns yellow and then red as it grows. No actions means nothing has happened yet.
Alerts	Icons for a tonality alert (a mask), a sentiment alert (an angry face), a general alert (a warning triangle) and suppressed alerts (a muted bell). A tick means no alerts. Point at an icon to read what it is.
Sanity	The sanity score. Red below 75, yellow from 75 to 89, green from 90. A dash means the ticket has no score yet. A small counter shows how many times the analysis ran when it ran more than once.
Last Refresh	When the analysis was last brought up to date after a ticket update, with a counter of how many refreshes have run. A dash means none yet.
Status	Open or Closed, with a health bar beside it. Point at the bar to read the health score. It is green from 75, yellow from 50, orange from 25 and red below that. A grey bar means the ticket has not been assessed. Each screen bands the score differently; see Where the score shows.
Stale	An amber warning icon marks a stale ticket. Point at it to read the stale analysis and recommendations when they exist. A dash means the ticket is not stale.
Triage	Auto, with the confidence and a tick or a cross, when Q-Director triaged the ticket. Manual when a person did. See The Ticket Triage Dashboard.
Actions	The five row buttons below.
Client	The client name, with a VIP or Risk badge when the client is flagged. The list is grouped by this column.

Use the row buttons

Each row ends with five round buttons. Point at a button to read its name. They are available to everyone who can open Home.

Button	What it does	Uses AI
Reprocess Ticket	Starts the full analysis of the ticket again in the background and reloads the list a moment later. Use it after the ticket changed a lot or when the analysis looks wrong. The new results can take a few minutes, so reload the page to see them. A ticket that was fully analysed less than two hours ago, with a complete result, is not analysed in full again until the two hours have passed. Re-Process Ticket on the Ticket Dashboard in HaloPSA follows the same rule; see Use the action buttons.	Yes
Check Status	Asks HaloPSA for the ticket's current status and updates the row. If HaloPSA no longer has the ticket because it was deleted or merged into another, QuantumOps removes it from the list.	No
View Sentiment Analysis	Opens the sentiment analysis dialog. The button is greyed out, and says No Sentiment Analysis Available, until the ticket has been scored.	No
Sanity Check	Asks the AI for a fresh second analysis of the ticket, compares it with the first and updates the Sanity column.	Yes, one request
View Details	Opens the ticket details dialog. Double-clicking a row does the same.	No

Reprocess Ticket and Sanity Check spend AI tokens from your organisation's allowance. See AI Usage Analytics to follow the cost. The dialogs behind the other buttons are explained in Ticket details, sentiment and sanity scores.

Export and refresh statuses

The Excel and PDF export buttons in the grid toolbar save the list as you have filtered, sorted and grouped it on screen.
Check All Ticket Statuses asks HaloPSA for the current status of every open ticket. An Updating Open Tickets dialog shows progress, then the list reloads. Tickets that HaloPSA no longer has are removed. It does not use AI.

Read the sanity score

Sanity measures how closely two AI analyses of the ticket agree, not how good the ticket is. A low score means the analysis is unverified, not that the ticket is a problem. See Ticket details, sentiment and sanity scores.

If Home does not look right

The page shows Loading Taking Longer Than Expected. QuantumOps could not load your organisation's details in a few seconds. It counts down and reloads itself. If it keeps happening, contact support.
A ticket is missing. Check the quick filter (the list opens on Open) and Filter this page. Then check whether the ticket is left out of analysis on purpose: an excluded ticket type or client, processing paused, or a dispatch board rule. How ticket analysis works lists every reason.
The numbers do not match HaloPSA. Use Check All Ticket Statuses, then reload the page.

The other ticket screens

Home and its ticket details dialog open in the QuantumOps web app. The other ticket screens open inside HaloPSA as tabs that an administrator adds, in the browser extension's side panel, or as a pop-up from a guide note. A HaloPSA screen opened straight from a browser address bar shows Access Denied; see Access denied and sign-in errors.

Screen	Where it opens	How you reach it	Who uses it
Ticket details dialog	The web app, on Home	View Details on a row, or the eye icon in a list behind a tile	Anyone who is signed in
Ticket Dashboard	HaloPSA, as a tab on a ticket	The tab. The extension's Ticket tab shows the same ticket.	Technicians and dispatchers
Copilot	The Ticket Dashboard, and the extension's Ticket tab	The Qubit Copilot - Suggested Actions panel	Technicians
Sherlock research and live context	The Ticket Dashboard	The Sherlock Findings, Deep Investigation and Live Context cards	Technicians
Ticket Triage Dashboard	HaloPSA, as a tab on intake and triage ticket types	The tab. The extension's Triage tab shows the same recommendation.	Dispatchers
Duplicate tickets and recurring issues	The Ticket Triage Dashboard	The Similar Tickets Detected card and the recurring-issue cards	Dispatchers and technicians who triage
Agent Assist	HaloPSA, as a tab on a ticket	The tab. A guide continues in the extension's Assist tab.	Technicians
Guide notes and their action pages	Pop-up windows	The links in a guide note in HaloPSA, and Create Custom Approach and Help in Agent Assist	Technicians
Client Dashboard	HaloPSA, as a tab on a client	The tab, View Client on the Ticket Dashboard, the Customer Success Center, or a call you are taking. The extension's Client tab shows the same client.	Technicians and managers
User Dashboard	Inside HaloPSA, from another dashboard	View User on the Ticket Dashboard, or the Users list on the Client Dashboard. There is no HaloPSA tab for it yet. The extension's User tab shows the same person.	Technicians
Agent Dashboard	Not available as a HaloPSA tab yet	The extension's Agent tab shows the same information.	Supervisors and technicians

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