Read the Homepage

Who this is for. AP Helpdesk Analysts and Managers. See the Roles and Access.

The Homepage is where AP Helpdesk work is monitored and worked. It stacks in four bands: the scope controls, a configurable Dashboard, the counters, and the task queue with the selected task open in a detail pane on the right.

Reach it from the Homepage entry at the top of the left navigation rail.

Figure 1. The Homepage.

Set the scope first

The controls above the list decide what everything below them describes. Set them before reading any number.

Table 1. Scope controls

The system of record and the mailbox are properties of the selected agent, not controls of their own. Selecting the agent is what sets both.

Choose the Agent Co-worker

The Homepage reports on one Agent Co-worker at a time. The chip names the agent in view, its state, and, in brackets, the system of record and mailbox it is connected to:

#AP_Helpdesk_Agent · Active [ Work day | N/A ]

Selecting the chip opens the Agent co-workers picker. That picker is the only control on the page that changes which agent the counters and the queue report on. Each row carries the agent’s name and state, and two labeled values.

Table 2. Values shown against each agent

The picker also carries two controls:

• Show Disconnected Agents brings agents that are not currently connected into the list. They are hidden by default, so an agent you expected to see and cannot is worth checking here before assuming it is gone.

• Manage Agent Flows leaves the Homepage for agent flow management.

Everything below the chip, including the dashboard, the counters, and the task queue, describes the selected agent alone. Check which agent is in view before reading any number, especially in a tenant running more than one AP Helpdesk agent.

What the Homepage does not report

The Homepage does not report on the condition of a connection. There is no last sync time, no connection state or health value, no record or message counts over any period, no poll interval, and no connector alert list.

If you need any of those, they live in Administration under System Settings. The AP roles can view that page; changing anything on it requires a Super Admin. The Homepage carries no figure that reports connection health either way.

Below the scope controls sits a row of product tabs: AP Invoice and AP Helpdesk. It is a switch, not a label. A tab appears only where the selected agent runs that function, the tenant has it enabled, and your role carries read access to it, so the row can carry one tab or two. Everything in this article describes the AP Helpdesk tab. If your tenant also has AP Invoice, the Homepage opens on that tab instead, which shows a different list and no counters.

The Dashboard band

Above the counters sits a Dashboard band of metric cards, called dashlets, for example SLA compliance, Exception rate, STP rate, and INV/FTE/M. Unlike the counters below it, this band is configurable, so what it shows depends on how it has been set up rather than being fixed.

Figure 2. The Dashboard band. The gear at the right opens edit mode.

Selecting the control at the right of the Dashboard heading, tooltipped Edit dashboard, puts the band into edit mode.

Table 3. Controls in dashboard edit mode

Nothing in edit mode is written until you select Done, so a dashlet added by mistake is undone by Cancel rather than by removing it again.

Because the band is configurable and the counters are not, treat the counters as the shared reference when two people compare what they see.

The counters

Table 4. Homepage counters

The percentage on At-Risk and Overdue is that counter’s share of Open, not of the queue. In Figure 1, 742 overdue against 742 open shows as 100 percent.

Four of the five appear on every tab. Unassigned appears on All Tasks only, because on Team Tasks and My Tasks the work is already assigned.

For what each number does and does not tell you, see Homepage Counters.

The counters follow the tab

Selecting All Tasks, Team Tasks, or My Tasks rescopes the counters, and their subtitles reword to match. Team Tasks is hidden from AP Helpdesk Analysts, who see All Tasks and My Tasks only. On All Tasks a subtitle reads “unresolved tasks”; on Team Tasks the same counter reads “Team has … unresolved tasks”.

The number of counters changes with the tab. All Tasks shows five. Team Tasks and My Tasks show four, because Unassigned is not shown on either.

Figure 3. The five counters, on All Tasks.

Each counter is also a filter

A counter is a control as well as a number. Selecting one filters the task list to that set. The accessible names are Filter tasks by Open, Filter tasks by At-Risk, Filter tasks by Overdue, Filter tasks by Resolved Today, and Filter tasks by Unassigned.

This is the fastest way into a subset. Selecting Overdue is quicker than building the same filter by hand, and it keeps the tab scope you already have.

The queue

The queue header reports its own task count, alongside a collapse control and a refresh control. The footer offers rows per page, defaulting to 20, a range readout, and paging controls.

Figure 4. The filter bar, with the scope tabs on the left.

The queue total is not the Open count. The queue lists every task in scope whatever its status; Open counts only the unresolved ones. The queue total is the larger number. The two figures count different things, so they can differ.

Filter the queue

Some filters are not shown on the toolbar. Check the Location column for the ones tucked under More +.

The filter bar carries Status, Priority, Action, Email Category and Sender Type, with the rest under More + and saved sets under My filters. For what each one offers, see Find and Filter Tasks.

Figure 5. The filter bar, with the More + menu open on All Tasks.

Read a row in the queue

Every row carries the same elements in the same order, so you can scan the queue without opening anything.

Figure 6. Task rows, each carrying its action badges, status, priority and age.

Table 5. Task row anatomy

What differs by role

Managers and analysts read the same page, but not the same controls.

Table 6. Homepage by role

Related information

• For what each number means, see Homepage Counters.

• For the task detail pane, see Read a Task.

• For the panels attached to a task, see Task Side Panels.