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Client, User and Agent tabs

The Client, User and Agent tabs of the browser extension's side panel show QuantumOps's view of the client, user or agent you have open in HaloPSA, with Q-Notices and, where enabled, remembered facts.

Written By Chris Scaminaci

Last updated About 2 hours ago

The Client, User and Agent tabs show what QuantumOps knows about the client, the person or the technician whose page you have open in HaloPSA. They are the panel's version of The Client Dashboard, The User Dashboard and The Agent Dashboard, so those pages explain the measures in more depth. Technicians and service desk managers use these tabs to prepare for a call or a ticket.

Before you start. Install the browser extension and sign in to it. The three tabs are in the More menu; Finding your way around the side panel explains the panel. Reading needs only a sign-in. Seeing and posting Q-Notices, regenerating a client's insights and seeing remembered facts also need a login that is linked to your HaloPSA agent.

How the tabs follow HaloPSA

Each tab shows the record you have open. When you open a client's page in HaloPSA, the panel moves to Client. A user's page moves it to User and an agent's page to Agent. While you are on the Call or Clock tab, the panel stays there when you open another HaloPSA page. With nothing of that kind open, the tab says what to open, for example Open a client in Halo to see its risk, health, insights, forecast, open tickets and users here.

A record you have viewed before appears at once and is checked again in the background. Under the header, a bar of buttons jumps to each section, and every section opens and closes. A count on a button shows what is inside.

The Client tab

The header names the client and shows a risk chip that reads Low risk, Medium risk, High risk or Critical risk and follows the same rule as the Client Dashboard: the high-risk flag, VIP status, the number of alerts, negative feedback and average health. VIP and High-risk flag chips show when they apply. Under the name:

  • Counts of tickets: open, alerts, stale, users and total.
  • Average health as a meter from 0 to 100.
  • Last 12 weeks: how many tickets the client raised, with an arrow for the direction of the trend and a small chart of tickets per week.
  • A line saying how old the metrics are and whether the insights are refreshing.

The sections are:

  • Insights holds the AI's analysis: an Overview, Risk with its reasoning, Key challenges, Recommendations, Predicted needs, Trends and Potential issues. Each potential issue has a severity and a recommended action.
  • Forecast gives the expected number of tickets next week and next month, likely issues with a likelihood and preventive measures, and Recommended actions.
  • Q-Notices is described below, and Memory graph under Remembered facts.
  • Open tickets lists the client's open tickets with the person, the age and alert chips. The panel shows the first twelve and says how many more are not shown.
  • Users lists the client's users with their ticket counts, and VIP and High risk tags. It starts closed.
  • Metrics shows the spread of ticket health from excellent to poor, Average clear time, Average response time, Average ticket life, Interactions and Negative feedback. It also holds the Support profile, a written summary of how this client is best supported.

Regenerate a client's insights

Regenerate in the header runs the AI analysis again over the client's tickets and rewrites the stored metrics. It uses AI capacity, so the panel asks you to confirm first and tells you how old the current insights are.

  1. Select Regenerate.
  2. Read the confirmation. It says the analysis takes a moment and that the tab repaints when it lands.
  3. Select Regenerate again to confirm. The tab confirms with Insights regenerated.

If it fails, the dialog says Nothing changed. and suggests you retry or refresh from the client dashboard in the web app. Regenerate appears only when your login is linked to your HaloPSA agent.

The User tab

The header names the person and shows chips for their risk assessment, High risk, Previous issues when there is negative feedback on record, VIP and their technical level. A line shows their client, with VIP, High-risk client and the client's health score. Under it:

  • Counts of tickets: open, resolved, total, alerts and stale.
  • Average health and Average ticket age, the spread of ticket health and a breakdown of tickets by category.

The sections are:

  • How to support this person summarises the Support approach and Communication style, Risk, and Technical level with what the person Knows and their Gaps. It also lists Key challenges, Preferred contact and Behaviour patterns, and says when the profile was analysed.
  • Caller verification is the same card as on the Ticket and Call tabs. See Verifying a caller. It appears when identity verification is available to you.
  • Q-Notices and Memory graph, described below.
  • Open tickets shows what is open for the person, or Nothing open for this person right now.
  • Recently closed lists their recent closed tickets and starts closed.

The Agent tab

The header names the technician and shows their current status, Supervisor where it applies, their availability level and Overloaded when they are. Beside it you see their Team, Role, Email, Extension and Time zone, and a line with their shift, how long they have had their current status, lunch, leave, and whether they are on Slack or Teams. A technician who is off shows Not working today.

Under that:

  • Counts: tickets open, resolved today, this week and this month, plus alerts and stale tickets. The open count is HaloPSA's live number for the technician. When QuantumOps's own count of assigned tickets differs, a second chip shows it.
  • Average health and Workload as meters. Workload is scored from 0 to 150, and a score above 120 means the technician is overloaded.
  • Two small charts of the last 14 days: tickets resolved per day and new tickets per day.

The sections are:

  • Open tickets lists the technician's open tickets, with the client, the person and the age. It shows up to 20.
  • Work mix breaks all the tickets the technician has handled down By category, By client and By priority. It starts closed.
  • Skills & trends shows Overall, Technical and Soft skills scores, the categories the technician is strong in or developing, the clients they specialise in, proficiency by category, skill Gaps, and weekly trends for the last 90 days. These come from ticket history and are worked out without the AI.
  • AI profile holds the AI's Performance assessment with an efficiency rating, Strengths, Highlights, Development areas, Training, Suggestions, Communication, Workload and Capacity.
  • Q-Notices, described below.
  • Recent status lists recent status changes, such as online or away, with when they started and why.

Q-Notices in the panel

A Q-Notice is a message that every technician sees when they open a client, user, agent or ticket. Q-Notices explains what they are. The Q-Notices section on these three tabs lists the active notices for the record you have open, plus any that apply to the whole organisation, which carry a tenant-wide tag. Each row shows its severity, its title, its type as a short hint such as Heads-up or Do this, who posted it, when, and when it expires.

Your login must be linked to your HaloPSA agent to read, post or dismiss notices here. Without a link the section says Sign in as a linked agent to see and post Q-Notices.

Post a notice

  1. In Q-Notices, select New.
  2. Write the Message. The box asks What should every technician know here?
  3. Choose a Type: Beacon, Intel, Directive, Sentinel or Signal. The list pairs each with a short label: Heads-up, Background, Do this, Watch for and Status. The labels are hints; the Glossary says what each type is for.
  4. Choose a Severity: Info, Advisory, Warning, Alert or Critical.
  5. Choose when it Expires: 4 hours, 1 day, 3 days, 1 week or Permanent. The default is 1 day.
  6. Optionally tick Include in AI processing for this scope, so the AI uses the notice when it analyses tickets for this record, and Broadcast to Slack / Teams as well.
  7. Select Post. The tab confirms with Q-Notice created.

The notice shows to every technician who opens that client, user, agent or ticket, in HaloPSA, in the web app and in the panel. Your name is recorded against it. For the wizard with more choices, see Issuing a Q-Notice.

Dismiss a notice

Select the cross, Dismiss this notice, on a row and confirm. The notice expires for everyone with the reason Dismissed, and the dismissal is recorded against your name. The tab confirms with Q-Notice dismissed.

Remembered facts

On the Client and User tabs, a Memory graph section lists facts that QuantumOps remembers about the client or user, grouped by type, each with a confidence percentage and the ticket it came from. It also lists Remembered tickets, shows how many facts are active, superseded or related, and starts closed.

The section is available when support memory is enabled for your organisation. It appears only when QuantumOps remembers something about the record, and only with a login linked to your HaloPSA agent. See Support memory.

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