Dispatch workflow and scheduling settings

These settings control how QuantumOps books appointments, estimates how long a ticket will take, ranks each technician's work, suggests technicians by skill and holds dispatcher corrections until someone approves them. They apply to your whole organisation. Scheduling, estimation, guided work, colour sync and skill-based routing all start off. Manager review starts on.

Before you start: the Dispatch Workflow Settings screen needs the Administrator role. To open it from Module Management, the Call Center Operations module must be on (see Module Management). The Dispatch & Scheduling and Advanced tabs of Q-Director Settings (Q-Director Config in the sidebar) need the Administrator role or the Q-Director Configuration role.

Two screens edit the same settings

Both screens write the same settings. A change you save on one shows on the other the next time it loads. If you keep both open, whichever you save last replaces the other's values, so reload a screen before you edit it.

The Dispatch Workflow Settings screen groups the controls under Appointment Defaults, Estimate Defaults, Guided Work, Routing & Review, Appointment Type Behavior, Override Reasons and Advanced JSON Configuration. Four tiles at the top, Scheduling, Routing, Guided Work and Review, show whether each area is Enabled or Disabled. The Dispatch & Scheduling tab uses the same group names, with Dispatcher Workflow first.

Switch the workflow on

Dispatcher Workflow is the first section of the Dispatch & Scheduling tab.

• Enable Dispatcher Workflow shows whether any of three features is on: Enable Guided Work to Zero, Enable Historical Estimation or Enable Skill-Based Routing. Switch those on or off in the sections below. When you save, QuantumOps sets Enable Dispatcher Workflow to match them, so it is on when any of the three is on.
• Workflow Phase records how far along your rollout is. The choices are Disabled, Recommend Only, Dispatcher Approval Required, Manager Approval Required For Learning, Colour Sync Enabled and Auto Scheduling Eligible. Choosing a phase is saved with your settings but does not switch any feature on or off, because each feature has its own switch.

Colour Sync Enabled and Auto Scheduling Eligible are entries in the phase list, not switches. The switches are Enable Halo Colour Sync and Auto-Scheduling Eligibility.

Two buttons sit under the list. Override Review Queue opens Override and feedback review. Dispatch Control Center opens the older in-app dispatch screen (see The legacy Dispatch Control Center).

Set up appointment scheduling

With scheduling on, a dispatcher who sends a ticket to a specific technician on the Ticket Triage Dashboard sees Commitment, Appointment Type and Available Slots. The call-taking ticket form offers the same choices. See Ticket Triage Dashboard and Call scripts and creating the ticket.

Set up historical estimation

With Enable Historical Estimation on, QuantumOps estimates how long a ticket will take from the tickets your team has already resolved. It shows a range, Best, Expected and Conservative, for resolution and for appointment length. The ranges appear on the Ticket Dashboard and the Ticket Triage Dashboard. The Dispatch Workflow Settings screen calls the switch Enable historical estimation.

With too little history for a ticket, QuantumOps falls back to the AI's estimate for that ticket, or to Default Resolution Hours, and marks the estimate as a fallback. QuantumOps rebuilds its estimate history about every six hours, so a change to Lookback Days or IQR Multiplier reaches estimates after the next rebuild.

In Q-Director Settings, a Recommended hint sits under Minimum Sample Size and Lookback Days. Use recommended values fills both with the recommended figures. Nothing is saved until you select Save Changes.

Rank technicians by skill

Enable Skill-Based Routing is off at the start. With it on, the technician suggestions for a ticket compare each technician's skills with the skills the ticket needs, and weigh that match against capacity, familiarity with the client, burnout risk and quality. With it off, the suggestions use those other factors and do not match skills. The ranking appears on the Ticket Triage Dashboard.

Decide whether corrections need approval

Enable Manager Review (Enable manager review on the Dispatch Workflow Settings screen) is on at the start, in the Routing & Review section.

• With it on, every dispatcher correction and technician override, and every piece of copilot feedback, waits as pending. Only items someone approves are used to tune future recommendations.
• With it off, new items are approved straight away and are used for learning immediately, so nothing waits for review. Items that are already pending stay in the review list until someone decides them.

The Manager Approval Required For Learning entry in the Workflow Phase list is not this switch. See Override and feedback review.

Guided work and colour sync

Enable Guided Work to Zero, Enable Halo Colour Sync, the colour palette, Yellow Queue Size, Refresh Interval Minutes and the three weights (Priority Weight, SLA Weight and Age Weight) are in the Guided Work section. Guided work and HaloPSA colour sync explains what they do and what technicians see.

Settings held as JSON

Eight cards hold advanced behaviour as JSON text. On the Dispatch Workflow Settings screen, Appointment Type Behavior and Override Reasons have their own boxes. The other six sit under Advanced JSON Configuration, in boxes named for the card, for example Appointment Scheduling JSON. In Q-Director Settings, all eight are on the Advanced tab.

An empty card means QuantumOps uses its built-in values. On the Advanced tab the preview of such a card reads Not configured.

Fields that take effect

Other field names in these cards are accepted but have no effect today.

A short example for Appointment Type Behavior, with made-up ids:

{
  "TentativeDefaultTypeId": 5,
  "FirmDefaultTypeId": 6,
  "AllowDispatcherOverride": false
}

An example for Override Reasons:

[
  { "Code": "CustomerCalledIn", "Label": "Customer called in" },
  { "Code": "Other", "Label": "Other", "RequiresNote": true },
  { "Code": "TrainingTicket", "Label": "Training ticket", "ExcludeFromLearning": true }
]

Until you save your own list, Override Reasons holds five reasons: Customer called in, Manager directed, Dependency on another ticket, Quick follow-up and Other, which asks for a note. Clear the box and save to return to those five.

Edit a JSON card

On the Dispatch Workflow Settings screen:

1. Edit the text in the box.
2. Select Save Settings. QuantumOps checks every box first. If one is not valid, a message names it, for example Appointment Type Behavior JSON is invalid., and nothing is saved.

In Q-Director Settings, open the Advanced tab and select Edit on the card. Q-Director Settings walks through the editor and the two Save Changes buttons.

Two checks apply. Validate and the editor's Save Changes check only that the text is JSON, and the editor will not keep text that is not. Whether it is the shape the card expects, a list for Override Reasons and an object for the others, is checked when you select Save Changes at the top of the page, or Save Settings on the Dispatch Workflow Settings screen. In both places a card that fails is named in a message, and nothing is saved. Neither check confirms that a field name is one QuantumOps uses, so check your spelling against the table above.

Save your changes

On the Dispatch Workflow Settings screen, select Save Settings. The message Dispatcher workflow settings saved. confirms it. In Q-Director Settings, select Save Changes at the top right. It saves every tab of the page together. The count in the confirmation covers only the general Q-Director fields that changed. A change to these dispatch settings alone is confirmed as Settings saved (no tenant fields had changed) and is still saved.

Related pages

• Guided work and HaloPSA colour sync covers the Guided Work section.
• Override and feedback review is where held corrections are approved.
• Ticket Triage Dashboard is where dispatchers see scheduling, estimates and technician suggestions.
• The ticket cockpit and assigning work is the board's ticket view for assigning work.
• Call scripts and creating the ticket covers creating a ticket from a call.
• Q-Director Settings lists every tab of that screen.
• Module Management turns the Call Center Operations module on and off.