Who this is for. AP Helpdesk Analysts and Managers. See the Roles and Access.
SOR Insights reports on your system of record, which is what SOR in the panel name stands for. It describes your vendor master rather than your mail, and it is the panel that explains why the others look the way they do: the agent can only match a sender it has a contact record for.
Three cards: Vendor Record Enrollment and Vendor Contacts side by side, then Top 10 Duplicate Contacts beneath them.
Figure 1. SOR Insights.
The panel header
The header carries the collapse triangle and the panel name, and nothing else. This panel has no quick ranges and no dates, because it is not a measure over a period: it always describes the vendor master as it stands now.
It does not move when you change the range on the panels above it, so the two can show different figures for the same period.
Vendor record enrollment
A donut with Total Records in the center, split two ways in the legend.
Figure 2. The Vendor Record Enrollment card.
Table 1. Enrollment states.
State |
Means |
|---|---|
Enrolled |
The vendor record has at least one enrolled contact, so mail from that person can be matched on the address itself. |
Unenrolled |
The record has none. Mail from that vendor can only ever match on the domain, if at all. |
Selecting a segment leaves the Dashboard and opens the Vendors tab, so you can work the records behind the share rather than just read the number. This is the one drill-down on the Dashboard that navigates instead of opening a dialog. Use the browser back control to return.
A low enrolled share is not automatically a problem. Most vendor masters carry records that never write in. It becomes a problem when the vendors who do write in are the unenrolled ones, and Unknown Sender Emails on AP Helpdesk Activity Summary is what tells you whether that is happening.
Vendor contacts
A bar chart of contact coverage. Contact Status runs down the side, Record Volume along the bottom, and Total Vendor Contacts sits above. Each bar is split between Enrolled and Unenrolled.
Figure 3. The Vendor Contacts card.
Table 2. Contact status.
Status |
Means |
Why it matters |
|---|---|---|
Contacts |
Vendor records that have at least one contact. |
These are the records the agent can match on an address. |
No Contacts |
Vendor records with none. |
Mail from these vendors can only ever produce a domain match. |
Duplicate Contacts |
The same address appearing on more than one vendor record. |
The agent has several candidates and no way to choose between them. |
Relaxed Matching Domains |
Domains configured to match loosely, so any address at the domain resolves to the vendor. |
A deliberate domain match. Useful for a vendor with many contacts, risky where two vendors share a domain. |
The bars and the total count different things and will not agree. The total counts contacts; each bar counts vendor records in that state.
No Contacts and Relaxed Matching Domains between them explain most domain matches on Mailbox Intelligence. The first forces one, the second creates one on purpose.
Top duplicate contacts
The card is titled Top 10 Duplicate Contacts. It lists the addresses that appear on more than one vendor record, in two columns: Contact Email and Record Count.
Figure 4. The Top 10 Duplicate Contacts card.
Record Count is how many vendor records carry that address, so any value above one is a duplicate and the size of the number is the size of the ambiguity.
Work this list when replies are reaching the wrong vendor. An address on four records gives the agent four candidates, and every message from it is a guess until the duplicates are resolved.