Who this is for. AP Helpdesk Analysts and Managers.
This panel reports volume rather than outcome: how much mail arrived, how much went out, and who is writing to you. Read it when the question is about load, or about whether the agent is recognising your correspondents.
Panel controls
Every AP Helpdesk panel carries the same three controls.
Table 1. The panel controls.
Control |
Where |
What it does |
|---|---|---|
Collapse triangle |
Left of the panel name. |
Folds the panel away. The state is per panel, so you can keep the dashboard to the panels you use. |
Range selector |
Beside the panel name. |
1 Day, 7 Days, 30 Days, and 365 Days. The selected range is shown in plain text and the others as links. |
Export |
Top right of the panel. |
Exports what the panel is currently showing, for the range you have selected. |
Ranges are set per panel, not for the dashboard. Two panels can be reporting different periods at the same time, so check the selector before comparing one against another. Panels that plot a series also print the dates they cover, for example 09/18/2025 to 09/18/2026.
The default range is short, so a panel reading zero across the board usually means the range is shorter than the period with activity. Widen it to 365 Days before treating an empty panel as a data problem.
Emails received
A volume chart across the range, with the covered dates printed beside the range selector, and two breakdowns beneath it.
Table 2. The received-mail breakdowns.
Breakdown |
What it shows |
|---|---|
Sender Type |
The share of received mail by classification, as Enrolled, Unenrolled, Internal, External Cohort, Internal Cohort, System, and Unknown. Each carries a percentage and a count, and the total is printed below as Total Emails Received. |
Contact Match |
How the sender was resolved: Contact Match against a contact record, Domain Match on the domain alone, or No Match. |
These two answer different questions and are easy to confuse. Sender type is what the agent concluded. Contact match is how it got there. A large Domain Match share means relaxed matching is doing work your contact records should be doing, which is worth correcting because a domain match is a weaker basis for answering a vendor than a contact match.
Emails sent
The same treatment for outbound mail, with its own total. Sent mail is also split by how it left: the share sent by AP Helpdesk against the share sent by Other Methods.
That split is the one to watch over time. Mail leaving by other methods is mail your team is still sending by hand.
Top senders
A ranked table of who writes most, with three views selected by tab: Email, Domain, and Vendor. The heading reports how many rows are ranked, for example Top 3 by Email.
Table 3. Columns in the top senders table.
Column |
What it holds |
|---|---|
Email Address |
The sender, or the domain or vendor in the other two views. |
Sender Type |
How that sender is classified. |
Count |
Messages received from them in the range. |
Percent |
Their share of received mail. |
Use the domain view before the email view. One vendor writing from six addresses looks like six small correspondents by email and one large one by domain, and it is the domain view that shows where enrolling a contact would save the most work.
Figure 1. The Mailbox Intelligence panel.