Overview
The AR Helpdesk Activity Summary provides a high-level overview of mailbox activity and automation outcomes for accounts receivable operations. Use this section to quickly assess the volume and type of incoming requests, the effectiveness of automated replies, and the overall health of your AR Helpdesk mailbox.
When you open the Dashboard, the AR Helpdesk Activity Summary is displayed by default. This section supports expand and collapse — select the caret next to the section title to show or hide the panel.
Figure 1. AR Helpdesk Activity Summary panel
The AR Helpdesk Activity Summary includes the following panels:
| Panel | Description |
|---|---|
| Mailbox Metrics | Displays a snapshot of email volume and sender types for the selected date range. |
| Intents and Outcomes | Visualizes the distribution of detected AR request types (intents) and the agent's automated replies. |
Mailbox Metrics
The Mailbox Metrics panel summarizes overall email traffic for the selected period. It displays counts segmented by sender type, including enrolled contacts, unknown contacts, and internal senders.
Table 1. Mailbox Metrics fields
| Field | Description |
|---|---|
| Emails Received | Total number of emails received in the mailbox. |
| Enrolled Sender Emails | Emails from registered, known customer contacts. |
| Unknown Sender Emails | Emails from unrecognized or new senders. |
| Emails Sent | Outbound emails sent from the mailbox (automated or manual replies). |
| Unenrolled Sender Emails | Emails from registered domains not fully enrolled as contacts. |
| External Cohort Emails | Emails from known outside groups related to customer domains. |
| System Sender Emails | Emails from the configured system. |
| Internal Sender Emails | Emails originating from within your organization. |
| Internal Cohort Emails | Emails from internal business units or related domains. |
Figure 2. Mailbox Metrics
Intents and Outcomes
The Intents and Outcomes panel provides a visual summary of the AR request types (intents) entering the mailbox and how the agent addressed these inquiries. Two pie charts — Inquiries Received and Agent Replies — display the proportion of each intent type and the share of automated replies.
Table 2. Intents and Outcomes fields
| Field | Description |
|---|---|
| Inquiries Received | Breakdown of incoming emails by detected AR intent. |
| Agent Replies | Breakdown of inquiries that received automated replies. |
| Acknowledgement | Non-actionable replies such as confirmations, gratitude, or vague statements. |
| Dissatisfied Customer | Customer expressed dissatisfaction. |
| Email Bounced | Email to a customer bounced. |
| Inquiry | Information-seeking emails that do not match a specific AR business intent. |
| Invoice Dispute | Customer disputes regarding invoice accuracy or validity. |
| Out of Office | Out-of-office auto-reply from a customer. |
| Payment Delayed | Customer notification of a payment delay. |
| Payment Made | Customer confirmation that a payment was made. |
| Payment Promised | Customer commitment to a future payment. |
| Request | General action requests that do not match a specific AR business intent. |
| Request for Account Statement | Customer request for an account statement. |
| Request for Cancellation | Invoice or service cancellation request. |
| Request for Documents | Customer request for documents such as vendor forms, tax forms, or bank details. |
| Request for Invoice Copy | Customer request for a copy of an invoice. |
| Request for PO Info | Customer request for purchase order information. |
| Request for Record Update | Customer request to update customer record details. |
| Unclear | Emails that cannot be resolved into a specific intent category. |
| Unintelligible | Emails that lack sufficient content or contain malformed content to determine intent. |
| Update | Unsolicited notifications, status updates, or FYI messages from customers. |
Figure 3. Intents and Outcomes
Actions
- Date range selector: Filter the summary by 1 Day, 7 Days, 30 Days, or 365 Days.
- Hover for details: Hover over any chart element to view counts and percentages.
- Drill-down: Click a chart segment to open a dialog with row-level data.
- Export: Click the export icon in the top-right of the section to open the Agent Processing Outcomes dialog. Enter a Start Date and End Date, then click Download to export the data for the selected period in a CSV file.
Figure 2. Agent Processing Outcomes export dialog
Tip: Expand or collapse the AR Helpdesk Activity Summary to focus on the information most relevant to your workflow.