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Dispatch

Opening the dispatch board

The dispatch board runs in the QuantumOps browser extension, and the Dispatch Board entry in the web app opens a hand-off page that launches it in its own browser tab.

Written By Chris Scaminaci

Last updated About 2 hours ago

The dispatch board is the live picture of your whole open workload: every ticket, who holds it and what needs a decision next. It runs in the QuantumOps browser extension, in a browser tab of its own. In the web app, the Dispatch Board entry in the sidebar opens a hand-off page that finds the extension in your browser and launches the board. Dispatchers, service desk managers and customer success staff use it.

Before you start:

  • The board needs the Administrator, Service Desk Manager, Dispatcher or Customer Success role. The Technician role is not admitted. Anyone who is signed in can open the hand-off page, but the board refuses an account without one of those roles. See Roles and access.
  • The sidebar entry shows while the Call Center Operations module is on. It is on unless an administrator switched it off in Module Management.
  • You need the QuantumOps for Halo extension in Chrome, Edge or Firefox, signed in to your QuantumOps instance. See Setting up the extension.
  • Reading the board needs nothing more. Assigning or reassigning a ticket, and every other action that changes HaloPSA or messages someone, needs a QuantumOps login that is linked to a HaloPSA agent.

Open the board from the web app

  1. In the sidebar, under Dashboards, select Dispatch Board.
  2. The Dispatch board page checks whether the extension is in this browser. While it looks, it shows Looking for the extension in this browser….
  3. When it finds the extension, the page shows Extension found with the installed version, and the board opens in a new browser tab by itself. If a board tab is already open, the extension brings that tab to the front instead of opening a second one.
  4. If no tab opened because your browser blocked it, select Open the dispatch board.

On the same card, Open the side panel opens the extension's side panel instead. The browser only allows that after a click, so the page never does it for you.

If the page does not find the extension

The page shows Install the extension to use the board with two buttons:

  • Get the extension opens the extension page, which has the install links.
  • Open the legacy dispatch center opens the older web version of the board. It is described at the end of this page.

If the extension is already installed, open the extension's Options, check that they point at this instance, then reload the page.

If the extension is out of date

When the extension in your browser is older than the version your store or this instance offers, the card adds a note that starts This browser has version … of the extension. The note covers two cases:

  • Installed from a store? The browser updates the extension by itself a few hours after the store approves the new version. The extension's Options has an Update now button to fetch it sooner.
  • Loaded from a bundle (testers)? Get the new bundle from the extension page, replace the files in the folder you loaded the extension from, then select Reload on the extension's card in your browser.

Other ways to open the board

Once the extension is installed and signed in, you can open the board without the web app:

  • Select the grid icon in the header of the extension's side panel (Open the dispatch board).
  • In the side panel, select More, then Dispatch board.
  • On the QuantumOps launcher tab in HaloPSA, select Open the dispatch board. See The QuantumOps launcher tab in HaloPSA.

The icon and the menu item appear only when the board is available to your account. Opening the board again brings the existing board tab to the front.

The legacy Dispatch Control Center

Before the extension board existed, the web app had its own board at /dispatch. It is still there as a fallback for browsers without the extension, but it is no longer developed, and it has no sidebar entry. You reach it from Open the legacy dispatch center on the hand-off page. It needs the same roles as the extension board and opens as a full-screen page without the sidebar.

The legacy Dispatch Control Center: team health down the left, the ticket mosaic in the middle, and the dispatch queue with its assignment candidates on the right
The legacy board grouped by priority; the buttons along the top switch the grouping, the density and the time window

What the legacy board offers:

  • A top bar with Critical, Tickets, SLA, Avg Age and Agents, and buttons for the Dispatcher and Management lenses, the Priority and Guided orderings, the density (dots, hexagons or cards), the grouping (Agent, Client, Type, Priority, Age) and the time window (1h, 4h, 8h, 24h).
  • Team health and load for each agent on the left, the ticket mosaic in the middle, and the Dispatch Queue, the Activity Feed and AI Insights on the right.
  • Right-click a tile for Quick Assign, Reprocess Ticket, View Timeline and Open in Halo.
  • Opening a ticket shows its cockpit with the AI Summary and the recommended technicians. Assign Top Tech assigns the best fit, and Schedule opens the Schedule Appointment dialog.
  • In that dialog you book, change or cancel an appointment: choose the Commitment (Tentative or Firm), a date under Select Date and a slot under Available Slots. Slots need appointment scheduling switched on in the dispatch workflow settings and a technician assigned to the ticket. Without a technician the dialog says to assign one first.
  • Ctrl+K opens a search box for tickets and agents that also accepts typed commands.

For daily work, use the extension board. Start with The dispatch board at a glance.

Pages in this section

Using the board

Your settings

Admin

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