Customer Success Center

The Customer Success Center gathers sentiment, tone and stale-ticket alerts, the Customer Success tickets and CSAT surveys you have open, and the satisfaction answers that come back, on one screen that updates live.

Written By Chris Scaminaci

Last updated About 2 hours ago

The Customer Success Center is where you catch an unhappy client while the problem is still fixable. QuantumOps reads the tone of every ticket conversation and notices when a ticket goes quiet. It raises an alert for each case. This screen lists those alerts, tracks the follow-up you start, and shows the satisfaction answers as they arrive. The page heading reads Customer Success Dashboard.

Before you start: open Customer Success Center under Hubs in the menu, or go to /customersuccess. The page is open to people with the Administrator, Service Desk Manager, Dispatcher or Customer Success role. The Customer Success module must be on. It is on unless an administrator turned it off in Module Management. When it is off, the page says so instead of loading and the menu entry disappears.

Read the header

The header shows a connection marker and the controls for the whole screen.

Live means real-time updates are connected. New alerts, satisfaction answers and changes your colleagues make appear without a refresh.
Reconnecting... means the connection dropped. The page keeps refreshing Customer Success tickets every 60 seconds and catches up when the connection returns.

Control	What it does
Home	Shows the alert feed, Active CS Items and Recent CSAT responses.
Stale Insights	Shows how many tickets are stale and why. See the section below.
Settings	Opens the settings for the whole organisation. Only an Administrator can change them; everyone else reads them. See Customer Success settings.
Compact layout button	The icon beside the three views. It switches between a denser and a roomier layout, and QuantumOps remembers your choice.
Tour	Walks you through the view you are on.
Refresh	Reloads the figures without reloading the page.

Select the view you are on a second time to return to Home.

Welcome dialog

The first time you open the Center, a welcome dialog explains what it is for. Select Let's Get Started to close it. If the Center has an alert or a Customer Success ticket to point at, the tour starts. Tick Don't show this again before you select the button to stop the dialog on later visits. Without the tick, it opens every time.

Check what needs attention

The Needs attention strip under the header counts what is owed right now. Each count is a button that filters the screen. A count that is zero is left out, and the strip says so when nothing is owed.

Replies needed: tracked Customer Success tickets where the customer wrote last and the ticket has seen activity in the last three days. Select it to list those tickets in Active CS Items.
Follow-ups overdue: tracked Customer Success tickets with no activity for three days or more. A ticket in this state counts here and not under replies.
CSATs expiring in 24 h: surveys still waiting for an answer that expire within the next day. Select it to list them under Pending CSATs.
The escalations count: active alerts the analysis marked ESCALATION REQUIRED. Select it to show only those alerts. The feed then shows Escalation required only with a button to close the filter.

Clear filter appears while a filter from the strip is on. Tickets that HaloPSA lists but you have not started tracking are not counted. See Customer Success tickets and pending CSATs.

Read the six indicators

The six tiles under the strip show the state of the account base at a glance. They count only the alert types you monitor in Settings.

Indicator	What it tells you
Active Alerts	Alerts that are open, including ones silenced for a while or until the next action. The line under it counts how many were raised today, since midnight in your organisation's time zone.
Sentiment	Active sentiment alerts. The line under it counts the active tonality alerts. Silenced alerts are not counted here.
CS Tickets	Customer Success tickets you are tracking. The line under it shows how many closed in HaloPSA in the last seven days.
CSAT Score	The average rating of the last 30 days' answers, on your organisation's scale, with the number of responses behind it. Answers given on the other scale are converted. Read the score together with the response count: a perfect score from two answers means little.
Stale Tickets	Active stale alerts, which are tickets that have gone quiet.
Response Rate	The share of the last seven days' alerts that your team actioned by sending an e-mail, opening a Customer Success ticket or sending a CSAT survey. The line under it shows the average hours from alert to action. Dismissing or silencing an alert does not count as a response.

Work the Home view

Home has two columns.

The left column is Alert Feed. Filter it, read each alert and act on it. See Working the alert feed.
The right column is Active CS Items, followed by Recent CSAT responses. The first tracks the tickets and surveys you started from an alert. See Customer Success tickets and pending CSATs.

If your administrator has set it up, the same alerts reach Slack or Teams with buttons. See Acting on alerts from Slack and Teams.

On the dispatch board, the Customer Success role watches your named accounts and pings you on VIP arrivals. See Opening the dispatch board and Needs you: pings and the focus card.

Review recent CSAT responses

Recent CSAT responses lists the eight newest answers to any CSAT survey, however it was sent. A new answer appears the moment the customer submits it. Each entry shows the rating out of the survey's maximum, a link to the ticket in HaloPSA, the client, the user, the technician the survey asked about, the comment and the tags the customer picked. The From alert marker shows that the survey was sent from a Customer Success alert, and the same answer shows on that alert's card. For the other ways a survey reaches a customer, see Survey settings, tags and the survey page.

The CSAT admin link opens CSAT Administration, which only the Administrator role can use. See CSAT Administration.

Study stale tickets in Stale Insights

Select Stale Insights to see which open tickets have gone quiet. What makes a ticket stale, and where an administrator changes the rules, is explained in Stale ticket detection.

The first row of tiles covers the stale tickets.

Tile	What it shows
Currently Stale	Open tickets flagged stale. The arrow and percentage show the change against seven days ago.
Avg Days Stale	The average days since the agent last e-mailed, across stale tickets.
Critical	Stale tickets with a health score below 50, or with five or more days since an agent e-mailed.
Recovered	Tickets that are not stale and have a health score above 70, by the day they were last updated. The tile counts the last seven days.
New Today	Stale alerts raised today.
SLA Breached	Open tickets past their SLA.

The second row describes what your team did about it: Alerts This Week, Interventions this week (alerts actioned by e-mail, Customer Success ticket or CSAT), Avg Response in hours from alert to action, and the all-time counts CS Tickets, Emails Sent and CSATs Sent. Emails Sent counts every customer e-mail sent from the Center: alert e-mails, the outreach e-mail of each new Customer Success ticket, and public replies.

Below the tiles:

30-Day Stale Ticket Trend charts stale tickets, recoveries and new stale alerts for each day.
Stale Reasons Breakdown shows up to six reasons with their counts and share, drawn from SLA Breached, No Activity, Agent Follow-up Due, Ticket Too Old, Late Assignment, SLA On Hold and Low Health Score.
Top Clients, By Category and By Priority show where stale tickets cluster. Priority groups are Critical, High, Medium, Low and Unknown.
Health Range splits stale tickets into Poor (0 to 39), Fair (40 to 59), Good (60 to 79) and Excellent (80 and above), plus Not scored.
Key Metrics shows Stale Rate (active stale alerts against tickets that are stale), Recovery Rate (recovered against recovered plus stale) and Avg Age.
Top Responders This Week lists up to five people who actioned the most alerts this week, with their Actions and Avg Response. It appears once someone has acted.

Select View All Stale Alerts to go to Home with the feed limited to stale alerts. A line under it points to Q-Director Settings (Q-Director Config in the sidebar), on the AI Processing tab (see Q-Director: AI Processing), in Stale Ticket Detection. It is a link for people with the Administrator or Q-Director Configuration role and plain text for everyone else.

Working the alert feed: act on each alert.
Customer Success tickets and pending CSATs: follow up on what you started.
Acting on alerts from Slack and Teams: the alert card in chat.
Customer Success settings: choose what is monitored and the defaults.
Sentiment and tonality alerts: how the scores work.
The Client Dashboard: the per-client view that each alert's client links to.
QBR Studio: build a business review for a client from an alert.

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