Who this is for. AP Helpdesk Analysts and Managers. See the Roles and Access.
Mailbox Intelligence is the second panel and it is about senders. It answers who is writing, whether the agent could tie them to a vendor, and how much of what leaves the mailbox is the agent’s doing.
Three cards, in this order: Emails Received and Emails Sent side by side, then the top-senders table beneath them.
Figure 1. Mailbox Intelligence over a 365-day range.
The panel header
The header carries the collapse triangle, the four quick ranges, and the resolved start and end dates the range worked out to. Check the dates before quoting a figure from this panel, because it is one of only two panels that shows them.
Emails received
A horizontal bar chart. Sender Type runs down the left, Email Volume along the bottom, and Total Emails Received sits above the chart.
Figure 2. The Emails Received card.
Each sender type carries its own share as a percentage beside its name, and each bar is labeled with its count. The percentages are shares of the total, so they answer how much of the mail came from that type rather than how many messages it was.
The chart breaks senders into seven types. An eighth, Blocked, appears where blocked senders are enabled for your tenant.
The legend under this chart is not a second sender breakdown. It is how the sender was matched to a vendor.
Table 1. The match legend.
Series |
Means |
|---|---|
Contact Match |
The exact address matched an enrolled vendor contact. This is the only one of the three that identifies a specific person at the vendor. |
Domain Match |
Only the domain matched. The message was attributed to the vendor on the strength of the domain alone, so any address at that company resolves to the same record. |
No Match |
Neither matched, so the message could not be tied to a vendor at all. |
Selecting a legend entry removes that series and selecting it again brings it back, so you can see one match type on its own.
Selecting a bar opens the messages behind it, in a dialog named for the sender type you selected. It lists the sender, their address, the message, how they were matched and the date, and an envelope beside each row opens that message.
Domain Match is the series to watch. It is how mail from the wrong contact at the right company still lands on the right vendor record, which is convenient until two people at that company want different answers.
Emails sent
A donut, to the right of Emails Received. Total Emails Sent sits in the center and the legend carries the split as percentages.
Figure 3. The Emails Sent card.
Table 2. The outbound split.
Series |
Means |
|---|---|
AP Helpdesk |
Sent by the agent from this mailbox. |
Other Methods |
Reached the same vendors by another route. |
A high Other Methods share means this mailbox is not the whole picture of what your vendors are being told, so a vendor may have been answered somewhere the agent cannot see. That matters when you are establishing whether a vendor was answered at all.
The donut responds differently from the bars beside it. Selecting a legend entry detaches that segment from the ring rather than hiding it, and selecting the segment itself opens the messages behind it.
Figure 4. The drill-down from a segment of Emails Sent.
That dialog lists the recipient, the message and the date. Use it when someone asks what the agent actually sent a vendor, because it is the shortest route from a percentage to the messages themselves.
Top senders
The third card ranks who writes to you most. A switch above the table changes what it ranks, and an export icon sits at the top right like every other card.
Table 3. The ranking switch.
Option |
Ranks by |
Use it when |
|---|---|---|
Individual sender addresses. |
You want the specific people writing in. |
|
Domain |
The sending domain, so every contact at one company adds together. |
One vendor writes from many addresses and no single address looks significant. |
Vendor |
The matched vendor record. |
You want the same thing resolved against your vendor master rather than against mail. |
Figure 5. The top senders card, switched to Domain.
The columns change with the view.
Table 4. Columns by view.
View |
Columns |
|---|---|
Email Address, Sender Type, Count, Percent. |
|
Domain |
Email Domain, Count, Percent. There is no sender-type column, because one domain can carry senders of more than one type. |
Vendor |
Vendor Match, Status, Count, Percent. The ranking resolved against your vendor master, with the record’s enrollment status alongside it. |
In every view, the entries in the first column are links, and selecting one opens the messages behind that row. In the Email view the dialog is titled Emails from that address and lists every message the sender has written, with the sender name, the address, the message, how they were matched and the date. Where that runs past a page the dialog pages, with its own Rows per page control and a page counter, so a sender with hundreds of messages is still workable.
This is the most direct drill-down on the panel: it takes you from a single row straight to everything that one vendor contact has ever written in.
The card heading counts what it found rather than promising ten. It reads Top 4 by Email when four senders wrote in and Top 10 by Domain once there are ten or more. A low number in the heading means fewer than ten entries fell in the selected range.
The three views usually disagree, and the disagreement is the useful part. A domain that ranks high while none of its individual addresses do is a vendor writing from a shared mailbox.