Quick start by role

This page lists, for each role, the screens that person is likely to use first. Find your role, then follow the links. A person can hold several roles, and each role adds the screens it opens. An Administrator assigns roles in Team Management; see Inviting people, roles and agent links.

New to QuantumOps? Read What is QuantumOps? first, and use the Glossary for unfamiliar words.

Technician

Before you start: some of these screens appear only when your organisation has the matching module turned on.

• Home: the QA Pipeline, where you land after you sign in. It lists analysed tickets and updates as tickets are processed.
• The Ticket Dashboard and Agent Assist tabs on a ticket in HaloPSA, when your Administrator has added them. See The Ticket Dashboard in HaloPSA and Agent Assist (Interactive Guide).
• The side panel of the browser extension, which follows the HaloPSA page you are on.
• Chat with Qubit, to ask about tickets, clients and your documentation.
• Linking your Slack or Teams account, so Qubit can use tools for you in chat.
• Taking a call with New call in the header, and Clocking in and out at the employee timeclock when your organisation uses Timeclock & Payroll.

Dispatcher and Service Desk Manager

• Opening the dispatch board, which opens the board in the browser extension.
• The Ticket Triage Dashboard, the triage tab on intake tickets in HaloPSA.
• Taking a call, to identify the caller and create or link the ticket.
• Override and feedback review, to approve or reject the choices dispatchers made against the AI recommendation.
• Q-Notices, to see and issue notices about clients, users and tickets.

Service Desk Managers can also save the board rules and use QBR Studio.

Customer Success

• Customer Success Center, the alert feed and the health of your clients.
• CSAT Leaderboard, the ranking of technicians by CSAT points, rating and streak.
• QBR Studio, to build and present quarterly business reviews.
• Agent Performance Hub, for team and agent figures.
• Opening the dispatch board, because Customer Success can open the board.

Administrator

An Administrator is admitted to almost every screen and sets up the organisation.

• The setup wizard, which connects HaloPSA and AI and creates the HaloPSA notifications.
• Team Management, to invite people, assign roles and link logins to HaloPSA agents.
• Module Management, to turn parts of QuantumOps on or off.
• Tenant settings, for organisation details and the AI provider settings.
• Q-Director Settings, to tune analysis, triage and research.
• Tool Governance, to decide which tools Qubit and the Agent Runners may use.

Q-Director Configuration

This role opens Q-Director Settings, which the sidebar shows as Q-Director Config. Start with the tabs that change what the AI does:

• Q-Director: AI Processing
• Q-Director: sentiment and categorisation
• Q-Director: triage and routing

Q-Notice roles

• Q-Notice Creator: create notices. See Issuing a Q-Notice.
• Q-Notice Editor: create, edit and expire notices. See Q-Notices.
• Q-Notice Admin: everything an editor can do, plus auto-rules and the categories, templates and audit log.

Administrators, Service Desk Managers, Dispatchers, Customer Success and Technicians can also create notices.

Timeclock and payroll roles

• Timeclock: clock in and out, and request time off and bid for holiday shifts.
• Timeclock Admin: the timeclock and payroll admin hub, supervising punches, exceptions and time off and timeclock reports.
• Payroll Admin: pay schedules, rule groups, pay periods and the payroll run (wizard), as well as everything a Timeclock Admin can do.
• Payroll Accountant: the summary step of the payroll run. See Giving your accountant access.

Identity Verification Admin

• Identity verification, the hub for credentials, the verification log and campaigns.
• Setting up identity verification, the first thing to do. The sidebar shows Identity Verification only after the module is on and setup is complete, so until then open the setup page by its address, /admin/identity-verification/setup.
• Clients and per-client policy, to decide which clients are checked and how strictly.
• Verifying a caller, the daily task that Technicians, Dispatchers and Service Desk Managers also do.

White-label partner staff

The WhiteLabelPartner role opens only the partner dashboard. Its documentation is not public: it opens inside the app, from Get help, for the people allowed to read it.

If a screen is missing

Two things decide what you see: your role and your organisation's modules. If a sidebar link is missing or a page refuses you, work through When a menu item is missing or a page refuses you. Role changes apply at your next sign-in; sign out and in to pick them up now (When role changes apply). To learn your way around the sidebar and header, see Finding your way around.