What is QuantumOps?

QuantumOps is an AI-powered helpdesk management platform built specifically for Managed Service Providers (MSPs) who need to transform their support operations from reactive firefighting into proactive, intelligence-driven customer success.

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The MSP Helpdesk Problem

Information is Everywhere, Insight is Nowhere

Every MSP faces the same reality:

📈 Context Gets Lost

Valuable information about clients, users, and how problems get solved is buried in ticket text
Technicians spend time researching issues that someone already solved last month
When employees leave, their knowledge walks out the door with them

🔥 You're Always Behind

Negative customer sentiment isn't detected until after the complaint or escalation or from the CSAT at ticket closure
Stale tickets accumulate silently until SLA breaches force attention
Problems that affect multiple clients aren't connected until they become crises

📊 Manual Work That Doesn't Scale

Ticket categorization and prioritization requires constant manual review
Reporting consumes hours that could be spent on actual support
Measuring customer satisfaction happens retroactively, if at all

How QuantumOps Solves These Problems

🤖 AI That Actually Understands Your Tickets

QuantumOps doesn't just store tickets—it reads and analyzes them:

Sentiment & Tonality Detection: Real-time detection with configurable thresholds (1-10 scale) that identifies frustrated, concerned, or satisfied communications as they happen
Automatic Categorization: Q-Director assigns categories on ticket creation, closure, or during triage—and can even create new categories when needed
Health Scoring: Dynamic 0-100 score calculated from ticket age, response times, sentiment patterns, and activity levels
Sanity Scoring: Detailed ticket health metrics with AI-generated analysis explaining what's wrong and why
Summary Generation: Concise AI summaries updated incrementally as conversations progress—not just at closure
Support Trajectories: AI generates 5-step resolution paths based on ticket context, with multiple approaches ranked by likelihood of success
Stale Detection: Automatic identification with specific reasons—Inactivity, Age, SLA Hold, No Assignment, or Agent Follow-Up Overdue

⚡ Proactive Detection, Not Reactive Discovery

Know about problems before they become emergencies:

Customer Success Dashboard: Real-time feed of sentiment and tonality alerts with one-click actions:
- Reprocess: Re-analyze if you think the AI got it wrong
- Dismiss: Mark as reviewed and handled
- Silence: Temporarily hide for configurable hours while you monitor
- Send CSAT: AI generates a personalized survey question based on ticket context
- Create CS Ticket: Document your proactive outreach with linked context
Just-In-Time CSAT: Send targeted satisfaction surveys at the moment of intervention—capturing feedback while issues are fresh, not days after closure
Stale Ticket Monitoring: Automatic detection with configurable thresholds and detailed aging visualization
Duplicate Detection: Vector-based similarity matching finds related tickets across clients—catch recurring issues before they multiply

🧠 Knowledge That Stays When People Don't

Stop losing expertise:

Semantic Memory System: Automatically extracts learnings from resolved tickets categorized by type—User, Client, Technical, Location
Client Profiles: AI-generated profiles including:
- Technical Profile: Technologies, infrastructure, technical maturity, common issues
- Business Profile: Industry, company size, priorities, risk tolerance
- Support Profile: Communication style, pain points, service tier
- Key Insights: AI-distilled observations from interaction history
User Profiles: Comprehensive understanding of each end user:
- Technical Competency: Skill level, expertise areas, knowledge gaps
- Communication Profile: Preferred style, channels, response patterns
- Role Profile: Primary role, department, responsibilities
- Support Needs: Documented patterns and common issue types
Consensus Reality Engine: When multiple related resolutions exist, AI synthesizes them into coherent knowledge articles
Qubit AI Assistant: Context-aware chat that pulls in ticket details, semantic memories, client profile, user profile, similar tickets, and support trajectories—all in one conversation

🔄 Unified Operations

Everything in one place:

Call Recording Integration:
- Automatic transcription with speaker diarization (distinguishes Agent from Customer)
- AI cleanup that corrects speaker identification using conversational context
- Sentiment analysis on call content
- Automatic matching to the correct tickets in your PSA
- Formatted transcript posting directly to ticket history
Timeclock & Payroll:
- Fully featured payroll automation platform with PTO and accrual tracking
- Rule engine allows you to customize payroll with essentially unlimited flexibility
- Rule groups for different employee types (e.g., "Colombia Full-Time", "US Contractor", "Philippines Remote")
- Multi-currency support with real time exchange rate trending
- Fully featured PIN-authenticated timeclock for employees with self-service PTO
- Exception handling with supervisor approval workflow
Agent Performance Tracking:
- DiSC Psychological Profiles: AI-derived personality assessment from communication patterns
- Burnout Risk Assessment: Monitors workload, stress indicators, and warning signs
- Interaction Quality Scores: Communication clarity, empathy, professionalism rated 0-100
- Skills Matrix: Competency tracking by category with specialized area identification
- Coaching Plans: AI-generated development priorities and training recommendations
Multi-Channel Notifications: Slack, Microsoft Teams, PagerDuty, Email, SMS, and Webhook integration for alert routing

Who Benefits and How

For Support Technicians

"Stop researching, start resolving"

Interactive Guide: Select from AI-generated resolution paths, then step through with Execute, Modify, Skip, or Get Help options—each step posts your progress to the ticket
Instant Context: Click into any ticket and see AI summary, client technical profile, user skill level and communication preferences, and similar past issues
Qubit Assistant: Ask "What do we know about this client?" or "How did we solve this last time?" and get answers with full context
Call Taking Screen: Launch on answer from your softphone or enter a phone number, instantly see the caller's identity, their open tickets, and choose to link the call to existing work or create new (Full replacement for the HaloPSA call taking screen)

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For Support Managers

"See what's happening before it becomes a problem"

Customer Success Dashboard: Real-time visibility into every sentiment alert with severity, trend indicators, and intervention tools—bulk dismiss or silence during known events
Agent Performance Hub: Individual and team views with:
- Open tickets, resolution rates, and health scores
- Workload status: Normal, High, or Overloaded
- Burnout risk indicators with detected warning signs
- Top performer flags and agents needing attention
- Full coaching and 1:1 agenda generation to help you connect with your agents and create dialogue
- Trending of unusual/abnormal behaviors (e.g. "Agent has logged in late 15 times in the last 90 days")
Ticket Triage Dashboard: Dispatch and route tickets with one click - AI powered triage with ML feedback perfects triage recommendations over time. Shows similar tickets at the user, client, and global level to help with duplicate detection and systemic issue detection early in the ticket lifecycle. Automatically recommends a triage action such as "Merge to 123456" or "Assign to 1st line support as an Incident" - execute on those recommendations in one click or adjust the recommendation to train the system before dispatching.
CSAT Tracking: See response rates, satisfaction trends, and link survey results to specific interventions

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For MSP Owners/Leadership

"Operational intelligence that drives decisions"

Client Dashboard: Each client gets:
- Ticket volume trends and average resolution times
- AI-generated predictive analysis
- Risk indicators and VIP status
- Full technical, business, and support profiles
Executive Summary View: Organization health score, quality scores, agents at risk, critical alerts—all in one glance
Timeclock and Payroll Hub: Full payroll processing with multi-currency support, projected costs, rule-based calculations, and export for payroll providers
Semantic Memory Hub: Manage your organization's accumulated knowledge—see memory quality scores, duplicate detection results, and profile generation status
Unified Platform: Ticket intelligence, customer success, CSAT, Quality Assurance, payroll, and knowledge management without tool sprawl

Key Components

Detection & Intervention

Customer Success Dashboard with real-time alerts and Just-In-Time CSAT
Ticket Triage Dashboard with health-score filtering and AI-assisted routing
Stale Ticket Monitoring with specific staleness reasons and aging patterns

Context & Intelligence

Client Dashboard with technical/business/support profiles and predictive analysis
User Dashboard with technical competency, communication style, and risk indicators
Ticket Dashboard with support trajectories, health scoring, and sentiment analysis

Knowledge & Learning

Semantic Memory Hub for managing extracted knowledge and generating consensus articles
Interactive Guide with multi-path resolution options and step-by-step tracking
Call Recordings Dashboard with transcription, diarization, and sentiment analysis

Operations & Team Management

Agent Performance Hub with DISC profiles, burnout risk, and coaching plans
Timeclock Admin Hub with rule groups, multi-currency payroll, and exception handling
Call Taking Screen for guided inbound call handling with caller lookup and open ticket display

Integration & Communication

Communication Configuration for Slack/Teams notification routing + Qubit bot integration
Webhook Processing for real-time HaloPSA event handling
Alert Engine with Slack, Teams, PagerDuty, Email, and UI channels

Technology Foundation

AI & Machine Learning

Configure a primary, secondary, and orchestration model of your choice: Ticket analysis, summarization, profile generation, and response crafting
AI Model Support: Anthropic (recommended), OpenAI, and Azure Foundry (all supported Foundry models)
Azure AI Search (optional): Bring your own vector store in Azure AI Search to use vector-based semantic similarity matching to your existing data
Built-in Vector Database: Semantic memory storage, duplicate detection, and profile retrieval
Azure Speech Services / AssemblyAI: Call recording transcription with speaker diarization

Integration

Native HaloPSA Integration: Bi-directional sync with real-time webhook processing
Slack & Microsoft Teams: Alert routing, notification delivery, and Qubit bot access
PBX Agnostic Call Recording: As long as recordings reach Azure Blob storage, QuantumOps handles the rest

Architecture

Single-tenant Deployment: Complete data isolation between instances—designed for GDPR and data-residency compliance
Real-time Updates: SignalR-based dashboard updates and alert delivery allow interactivity inside of HaloPSA
Background Processing: Scheduled analysis, profile generation, and optimization tasks

Getting Started

Review Prerequisites - Ensure you have what you need to get started
Setup Wizard - Onboard to the platform