Override and feedback review

An override is a time when a person chose differently from what QuantumOps recommended. Dispatcher Override Review lists the overrides that are waiting for a decision. Only the ones you approve are used to tune future recommendations. The screen has a second section, Copilot Feedback Review, for the feedback technicians give on copilot suggestions. Managers and dispatchers use it.

Before you start: you need the Administrator, Service Desk Manager, Dispatcher or Customer Success role. Items wait here only while Enable Manager Review is on, which it is at the start (see Dispatch workflow and scheduling settings). With it off, new items are approved as they arrive and nothing waits.

Open the review

QuantumOps shows a yellow clipboard button in the header while at least one dispatcher override is waiting. The number on it is the count, and pointing at it says how many overrides are pending review. Select it to open the screen. On a phone, the same count sits on the More actions button, and its menu has an Override reviews entry.

You can also open the screen from the Dispatch & Scheduling tab of Q-Director Settings with Override Review Queue. The count in the header covers dispatcher overrides only. Copilot feedback is not counted there.

Where overrides come from

Review dispatcher overrides

Each waiting override is a card. The top row shows the ticket number, the type, and for a triage correction the AI's confidence as a percentage. The next row shows who made the override and how long ago. Under it come the ticket's summary and the comparison.

For a Triage Correction, a table with the columns Field, AI Recommended and Dispatcher Chose compares the Team, Ticket Type, Impact and Urgency. A row appears when either side has a value. A row where the dispatcher changed the AI's choice is highlighted with a swap mark. A dash means the value was empty.

For a Work Order Override, the card shows Expected ticket: and Worked ticket: with the two ticket numbers. Below the comparison, a work order override shows the reason the technician chose, such as Customer called in, and any note they typed. A triage correction always reads Dispatcher override, with the note Override captured during scheduled dispatch. when an appointment was booked at the same time.

To decide one override:

1. Read the card.
2. Select Approve to let QuantumOps learn from it, or Reject to leave it out.
3. A message confirms the decision and the card leaves the list. The screen shows only items that are waiting, so there is no list of past decisions here.

To decide several together:

1. Tick the box beside the ticket number on each card, or tick the box at the top to select every waiting override. A counter shows how many are selected.
2. Select Approve Selected or Reject Selected. Each button shows the number of cards it will apply to. The small button beside them clears the selection.
3. A message says how many overrides were approved or rejected.

With none waiting, the screen says No pending overrides.

Approve an override when the dispatcher was right and the AI was wrong, so the next recommendation improves. Reject it when the dispatcher had a one-off reason, or got it wrong, so QuantumOps does not learn a bad lesson. An approved override whose reason is set to be excluded from learning in your override reasons is still kept out of learning. See Dispatch workflow and scheduling settings for the reasons list.

Overrides that nobody reviews are never used for learning.

Review copilot feedback

Copilot Feedback Review lists accept, edit and reject signals captured across chat, drafts, research, memory chips and triage. Approve them before they become eligible to shape your organisation's preferences. Only approved feedback is ever learned from.

Items are grouped by where the feedback came from, such as Triage, Copilot, Chat, Draft, Research and Memory, and each group shows how many are pending. Within a group the newest comes first, and the screen shows up to 200 waiting items.

Each item shows:

• The ticket number, the kind of suggestion, and a verdict such as Accepted, Edited or Rejected.
• edit followed by a percentage, when the technician changed a draft before using it. The higher the percentage, the more of the draft they rewrote.
• Who gave the feedback, or Unattributed, and how long ago.
• The reason code and any notes.

Select Approve or Reject on an item. A message confirms it and the item leaves the list. There is no bulk action for feedback. With none waiting, the section says No pending copilot feedback.

Copilot Analytics shows how much feedback is pending and how much is approved.

Related pages

• Dispatch workflow and scheduling settings holds Enable Manager Review and the override reasons.
• Ticket Triage Dashboard is where triage corrections are made.
• Copilot suggestions and reply drafts is where technicians give the feedback reviewed here.
• Copilot Analytics summarises the feedback.