Q-Director: triage and routing

The Triage & Routing tab of Q-Director Settings controls how QuantumOps helps dispatchers triage new tickets: Triage Assist, the teams and ticket types its recommendation can choose from, and the detection of duplicate and recurring tickets. Administrators use it, and dispatchers see the results on the Ticket Triage Dashboard.

Before you start: you need the Administrator or the Q-Director Configuration role. The team and ticket type lists come from HaloPSA, so your HaloPSA connection has to be working. Changes on this tab are kept when you select Save Changes at the top of the page.

Ticket types for triage dashboard and the Duplicate Detection, Recurring Incident Detection, Machine Learning Feedback and Dashboard Display & Performance cards appear only while Enable Triage Dashboard for dispatchers is on. It starts Off, so turn it on first when you set up a new organisation. The switch only shows or hides these settings; the Ticket Triage Dashboard itself opens whether it is on or off.

Turn on Triage Assist

1. Open Triage & Routing.
2. Under Triage Assist, turn on Enable Q-Director Triage Assist.
3. Optionally pick Ticket types to run triage assist on. The next section says what the list does.
4. Select Save Changes.

With Triage Assist on, QuantumOps triages each new ticket as it arrives. It prepares a recommendation for the dispatcher, together with the duplicate and recurring-ticket checks described below, and the full analysis of the ticket runs after triage.

Choose the teams and ticket types it recommends from

The AI recommendation picks a team and a ticket type for the ticket. These settings limit what it can pick. Ticket types with Portal, Triage or Dispatch in their name are always left out. When none of the ticket type lists on this tab is set, it can pick any other type.

Teams eligible for assignment, Target ticket types and Triage outcome to use appear only while Enable Q-Director Triage Assist and Auto triage and assign tickets are both on. They keep applying after you turn Auto triage and assign tickets off, but you can change them only while both switches are on.

What Auto triage and assign tickets does

Turning on Auto triage and assign tickets does not make QuantumOps triage or assign tickets by itself. Dispatchers still triage and assign in HaloPSA, using the recommendation. Three of the options under the switch are used:

• Teams eligible for assignment and Target ticket types, as described above.
• Triage outcome to use is the HaloPSA action outcome your dispatchers apply when they have triaged a ticket. When QuantumOps sees an action with that outcome on a ticket, it marks triage as completed and the ticket moves on in Dispatch.

Set up the Triage Dashboard

The Triage Dashboard opens inside HaloPSA from a tab you add, as described in Adding QuantumOps tabs to HaloPSA. These settings shape what it shows.

• Enable Triage Dashboard for dispatchers starts Off. While it is on, the tab shows Ticket types for triage dashboard and the Duplicate Detection, Recurring Incident Detection, Machine Learning Feedback and Dashboard Display & Performance cards. The switch only shows or hides these settings. The dashboard lists the ticket types you pick in Ticket types for triage dashboard first and prefers them when it suggests one. Leave it empty for no preference.
• Pre-generate AI predictions under Dashboard Display & Performance starts On. QuantumOps analyses a ticket as soon as it arrives, instead of waiting for a dispatcher to open it, so the recommendation is ready. This suits a busy desk.
• Teams for Workload Sidebar. Only the teams you pick appear in the agent workload sidebar. Leave it empty to show every team.

Use recommended values in Dashboard Display & Performance fills the section with the suggested values. Nothing is kept until you select Save Changes.

Tune duplicate detection

The Duplicate Detection card, which shows only while Enable Triage Dashboard for dispatchers is on, decides which earlier tickets QuantumOps lists as possible duplicates of a new one. Duplicate tickets and recurring issues shows what technicians and dispatchers see. QuantumOps compares a new ticket with tickets it has already analysed. It lists an earlier ticket when its content is at least as similar as the Content Similarity Threshold, or when its subject line matches closely enough and subject line matching is on.

Use recommended values sets the lookback, the recently closed period and the two thresholds to the starting values above. Nothing is kept until you select Save Changes.

If dispatchers see too many wrong matches, raise Content Similarity Threshold in steps of 5%, narrow Detection Scope to Same Client or Same User, shorten Lookback Period (days), or choose Only Open. You can also raise Subject Match Threshold, or turn subject line matching off. If duplicates never appear, do the reverse: lower the threshold toward 70%, widen the scope, lengthen the lookback and include closed tickets.

Tune recurring ticket detection

The Recurring Incident Detection card decides when QuantumOps tells a dispatcher that a ticket looks like part of a repeating problem. A ticket is similar when it has the same category or the same resolution category as the new one and was created within the time window. QuantumOps counts the other similar tickets at three levels and flags the ticket when a count reaches its threshold. The four fields below show while Enable recurring incident detection is on, and it starts On.

Because similar means the same category, recurring detection works best when tickets are categorised. See Q-Director: sentiment and categorisation. If too many tickets are flagged, raise the thresholds or shorten the window. The three thresholds cannot go below their starting values, so to catch more, lengthen Time Window (days) and check that your tickets carry categories. Use recommended values sets the four numbers back to their starting values.

Other options on this tab

These options complete the cards above.

The Manager Review note under Track dispatcher corrections says the Require manual review setting for corrections is on the Dispatch & Scheduling tab under Routing & Review. The switch there is labelled Enable Manager Review. See Override and feedback review.

Related pages

• The Ticket Triage Dashboard is the screen dispatchers use.
• Duplicate tickets and recurring issues explains what the duplicate and recurring cards show.
• Override and feedback review covers reviewing dispatcher corrections.
• Q-Director Settings is the screen these tabs belong to.