Q-Director: sentiment and categorisation

The Classification tab of Q-Director Settings decides when QuantumOps raises a sentiment or tonality alert on a ticket and how it puts tickets into categories in HaloPSA. Administrators use it.

Before you start: you need the Administrator or the Q-Director Configuration role. The client, contact and ticket type lists come from HaloPSA, so your HaloPSA connection has to be working. Changes in the main sections are kept when you select Save Changes at the top of the page. The Client & Contact Calibration card saves on its own.

Set how sensitive alerts are

The Sentiment & Tonality Analysis section controls the alerts described in Sentiment and tonality alerts. Sentiment is how the customer feels. Tonality is how professional the agent's replies sound.

1. Choose a Sensitivity Level. It controls how readily the AI flags a concern:
   • Low flags fewer tickets and only the obvious ones.
   • Medium is the balanced setting and the one a new organisation starts with.
   • High is more vigilant and catches subtle concerns.
2. Under Alert Thresholds, set Sentiment Alert Threshold (1-10) and Tonality Alert Threshold (1-10). An alert is raised when a ticket's score is at or below the threshold, so a higher number means more alerts. Both start at 5.
3. Optionally write Custom Analysis Instructions. The AI reads them on every analysis, and the standard output format stays in place. Examples: tell it that your VIP clients deserve lower thresholds, that password reset tickets should never alert, or that a phrase such as "contract renewal" deserves attention.
4. Select Save Changes.

Start with the recommended values (Medium and a threshold of 5 for both) and change one setting at a time. Lowering a threshold removes alerts you do not need. Raising it adds alerts for tickets that are only mildly negative. Use recommended values fills the section with them, and nothing is kept until you select Save Changes.

Leave out ticket types and clients

In the Exclusions area of the same section:

1. Pick Excluded Ticket Types to skip sentiment and tonality analysis for those ticket types.
2. Pick Excluded Clients to skip it for those clients' tickets.
3. Select Save Changes.

Act on requests to exclude similar tickets

The alert feedback page has an Exclude Similar Tickets option, so people who receive alerts can ask for tickets like this one to stop alerting. QuantumOps records each request and does not act on it. To act on one, add the client or ticket type here under Excluded Clients or Excluded Ticket Types. The Customer Success settings show how many requests have come in and how many nobody has reviewed. See Customer Success settings.

Add feedback buttons to alerts

Turn on Enable Feedback Buttons in Alerts to add thumbs-up and thumbs-down buttons to the sentiment alerts sent to Slack or Teams, so people can rate how accurate the analysis was. QuantumOps collects the feedback to improve later analyses. The switch is on for a new organisation. Select Save Changes after you change it.

Calibrate one client or contact

Some people are always brief, or always formal, and a general threshold flags them wrongly. The Client & Contact Calibration card tunes the alerts for one client, or for one contact of a client, without changing anyone else. Every ticket without a calibration uses the settings above.

1. Select Add client or contact.
2. Pick the Client. QuantumOps loads the client's contacts from HaloPSA.
3. Pick a Contact (optional), or leave it empty to apply the calibration to every contact of the client.
4. Choose a Sensitivity: Much less sensitive, Less sensitive, Normal, More sensitive or Much more sensitive. A new calibration starts at Less sensitive, so choose Normal if the note alone is all you want. The line under the choice says what it does to the threshold.
5. Write a Baseline note for the AI, for example Always terse; don't flag brevity. The note explains what is normal for this person. It never hides threats, abuse or other red flags. It can be up to 1,000 characters.
6. Select Save calibration.

How a calibration is applied:

• Sensitivity moves the two alert thresholds for that client's or contact's tickets only. Less sensitive lowers them by 1, Much less sensitive by 2, More sensitive raises them by 1 and Much more sensitive by 2. With a threshold of 5, Less sensitive raises an alert only when a score is 4 or lower.
• When a contact and its client both have a calibration, the contact's sensitivity wins. QuantumOps sends the AI both baseline notes.
• A calibration with Normal sensitivity and no note is not saved, because it would change nothing.

Each row shows the client, the contact (or whole client), the sensitivity, the note, and when and by whom it was last updated. Use Edit to change a row and Remove to delete it. Remove deletes the row immediately. The card saves its own rows, so Save Changes is not needed for it.

Categorise tickets with Q-Director

The Ticket Categorization section lets QuantumOps choose a ticket's category, and its resolution category, in HaloPSA. What it sets is written to the HaloPSA ticket.

1. Turn on Enable Q-Director ticket categorization. It starts Off.
2. Choose When to categorize:
   • On Creation categorises a ticket as soon as it arrives.
   • On Closure waits until the ticket is resolved.
   • During Triage Assist categorises during triage. See Q-Director: triage and routing.
3. Set Actions sent to the AI: how many of the ticket's most recent actions go into the request (0 to 100, recommended 10). The value 0 uses 10, and there is no unlimited setting. Categorisation is the largest request QuantumOps sends, so this is the main control on its cost and speed. Raise it only if categories come back wrong on long tickets.
4. Choose the Action detail level: Summary sends each action's type, date and the first 200 characters of its note, and is the default. Full sends the whole note.
5. Select Save Changes.

Let Q-Director create categories

Turn on Allow Q-Director to create categories when you want it to add a new category in HaloPSA if none of the existing ones fits. Leave it off to use only categories that already exist. When it is on, choose the Category Creation Mode: Category Only, Resolution Category Only or Both.

Re-categorise when a ticket closes

• Recategorize ticket on closure analyses the closed ticket again and updates its category, because the final category often differs from the first. It is not available when When to categorize is On Closure.
• Set resolution category on closure has the AI read the resolution and set how the ticket was resolved, for example a configuration change or user education.

Related pages

• Sentiment and tonality alerts shows what an alert looks like and where it appears.
• What QuantumOps writes into HaloPSA lists what Q-Director adds to your tickets.
• Customer Success settings holds the alert monitoring switches and the exclusion request count.
• Q-Director Settings is the screen these tabs belong to.