Who this is for. AP Helpdesk Analysts and Managers.
Availability. This panel appears only where the instance runs in collaborative mode. See Settings.
This panel reports the task queue as a whole: how much work exists, what state it is in, and what it was about. Where the Tasks page lists individual tasks, this counts them.
The panel carries its own range selector, offering 1 Day, 7 Days, 30 Days, and 365 Days, and prints the dates it covers beside it. Ranges are set per panel, so check the selector before comparing one panel against another.
Tasks by status
A doughnut chart over a total, printed as Total Tasks, split three ways.
Table 1. Task statuses.
Status |
What it counts |
|---|---|
New |
Raised and not yet picked up. |
Open |
Being worked. |
Done |
Completed. |
On a healthy queue the Done share dominates and New stays small. A growing New share means work is arriving faster than it is being claimed, which is a staffing signal rather than an agent one.
Selecting a segment opens a dialog titled Tasks By Status listing the tasks behind it.
Tasks by detected intent
Beneath the status figures, Tasks By Detected Intents breaks the same tasks down by what the agent recognised. It is a table rather than a chart, and it carries timing columns the other dashboard panels do not.
Table 2. Columns in Tasks By Detected Intents.
Column |
What it reports |
|---|---|
Detected Intents |
The intent, including No AP Business Intent for tasks the agent could not place, and the macro intents Request, Inquiry, Update, Acknowledgement, Unclear, and Unintelligible. |
Count and Percentage |
How many tasks carried that intent, and its share. |
Max Age and Average Age |
How long tasks of that intent have been waiting, as the worst case and the mean. |
Max Resolution and Average Resolution |
How long they took to complete, once complete. |
Read age against resolution. A long average age with a short average resolution means the work is quick once someone picks it up, so the delay is in the queue rather than in the task. Intents with no activity in the range report zero rather than being hidden, so the table lists every intent your agent handles.
Figure 1. The Tasks Overview panel, with status shares and the intent table.