AP Helpdesk Activity Summary

Written by Uday Kumar Updated September 17, 2026 05:09

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

AP Helpdesk Activity Summary is the first panel on the Dashboard and the one to read first. It answers how much arrived, how much went out, and what people were writing about.

It is mostly counters. Thirteen plain figures carry the volumes, and the only charts on it are three pies that show how those volumes split by intent. Nothing here breaks down by sender type, which is what the panels below it are for.

It has three parts, in this order down the screen: AI Agent Metrics, Mailbox Metrics, and Intents and Outcomes.

Figure 1. AP Helpdesk Activity Summary over a 365-day range.

The panel header

Read the header before the cards, because it decides what the numbers below it cover.

The header carries the collapse triangle, the panel name, and the four quick ranges: 1 Day, 7 Days, 30 Days and 365 Days. The range in force is the one not drawn as a link.

This is the only panel that offers the quick ranges without also showing the dates they resolve to. SOR Insights and Prioritized Tasks show neither, because neither measures a period. If you need to know exactly what period you are looking at, set Mailbox Intelligence below to the same quick range and read the dates off its header.

AI agent metrics

The first group is four counters covering the agent’s own work. On a supervised-automation tenant it holds two, dropping the task counters.

Figure 2. The AI Agent Metrics counters.

Table 1. AI Agent Metrics.

Counter	What it counts	Read it for
Inquiries Received	Messages that reached the agent as something to answer. This is narrower than all mail: routine notifications and machine traffic are not inquiries.	The size of the demand on the helpdesk.
AI Agent Replies	Replies the agent composed and sent.	How much of that demand closed without a person.
AI Agent Tasks	Tasks the agent raised and holds itself.	Work the agent has queued for its own later processing.
User Tasks	Tasks raised for a person to pick up.	Work that will not move until somebody touches it.

Read Inquiries Received against AI Agent Replies first. Where replies sit far below inquiries, little is closing automatically, and the two task counters show what was raised instead.

The four counters are measured independently and are not expected to reconcile to one another. A single inquiry can produce a reply and a task, and a message that produced neither is counted in the first column only.

Mailbox metrics

The second group is nine counters describing the mail itself rather than what the agent did with it. Two are totals and seven break the received mail down by sender. A tenth, Blocked Sender Emails, appears where blocked senders are enabled.

Figure 3. The Mailbox Metrics counters.

Table 2. The two totals.

Counter	What it counts
Emails Received	Everything that arrived in the period, whatever the sender and whether or not it was an inquiry.
Emails Sent	Everything that went out, including replies a person sent.

Table 3. Received mail, by sender type.

Counter	The sender is
Enrolled Sender Emails	A vendor contact you have enrolled, so the agent can match the message to a vendor record with confidence.
Unenrolled Sender Emails	Outside your organization with no enrolled contact record. The agent may still match them on the domain alone.
Internal Sender Emails	Inside your organization, usually a colleague forwarding something to AP.
External Cohort Emails	An outside sender you have grouped with others so the agent treats them as one set, such as everyone writing from a shared services provider.
Internal Cohort Emails	An internal sender placed in one of those groups.
System Sender Emails	A machine rather than a person: bounce notices, out-of-office replies, mailer daemons.
Unknown Sender Emails	A sender the agent could not place in any of the above.

The seven sender counters break down Emails Received, but they do not always sum to it: mail from blocked senders is inside the total while the Blocked Sender Emails counter is hidden. Where blocked senders are enabled, the eight counters do sum. It is worth checking once so you trust the panel.

Unknown Sender Emails is the counter to act on. Those are the messages the agent had least chance of answering well, because it could not tie them to a vendor. A rising figure here usually means new contacts writing in who are not enrolled, and SOR Insights is where you confirm that.

Intents and outcomes

The third group is three pie charts sharing a single key, side by side.

Figure 4. The three intent charts and their shared key.

Table 4. The three charts.

Chart	Shows the intent mix of
Inquiries Received	Everything that came in.
Agent Replies	The subset the agent answered.
Agent Tasks	The subset that became a task.

Because all three use the same key, reading across them is the point of the group. An intent that is a large slice of Inquiries Received and a small slice of Agent Replies is one the agent is not closing on its own, and it should show up as a correspondingly large slice of Agent Tasks. That single comparison is the fastest read available anywhere on the Dashboard.

The intent key

The key lists thirteen intents and is a static legend. Selecting an entry does not filter the charts, unlike the interactive legends elsewhere on the Dashboard.

The thirteen are not an arbitrary list. They are the seven business intents plus the six macro intents that Agent Processing charts separately, merged into one key.

Table 5. The seven business intents.

Key entry	The sender wants
Request for Payment Status	To know whether an invoice has been paid, and when.
Request for Remittance Advice	The remittance detail for a payment already made.
Request for PO Status	The status of a purchase order.
Request for Record Update	A change to their own vendor record, such as new bank or address details.
Invoice Submission	To submit an invoice for processing.
Credit Memo Submission	To submit a credit memo.
Short Pay Inquiry	To query a payment that came in lower than the invoice they raised.

Table 6. The six macro intents.

Key entry	The message is
Request	Asking for something to be done.
Inquiry	Asking a question.
Update	Supplying information rather than asking for any.
Acknowledgement	Confirming receipt, and needing no answer.
Unclear	Readable, but the agent could not settle on what was wanted.
Unintelligible	Not readable as a request at all, such as an empty body or an image with no text.

Unclear and Unintelligible are worth watching together. A rise across the two usually means a sender changed a template, or started sending images where they used to send text.