Agent Processing

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

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

Where Mailbox Intelligence covers who wrote, Agent Processing covers what the agent made of it. It is the widest panel on the Dashboard, at five cards.

The first three break their totals down by sender type. The last two turn that around: they break down by what happened to the document, and use sender type as the category instead.

The cards run in this order: Emails Processed, Business Intents Detected, Macro Intents Detected, Invoice Submissions and Credit Memo Submissions.

Figure 1. Agent Processing over a 365-day range.

The panel header

The collapse triangle, the four quick ranges, and the resolved dates. This is the second of the two panels that shows the dates.

Emails processed

How many intents the agent found in each message. Intent Outcome runs down the side, Email Volume along the bottom, and Total Emails Processed sits above.

Figure 2. The Emails Processed card.

Table 1. Intent outcomes.

Outcome	Means
Single Intent	The agent read one clear request in the message. This is the normal case and the one it handles best.
Multiple Intents	More than one request in the same message. The agent has to satisfy all of them before it can close the message.
No Intents	The agent read the message and could not classify it, so nothing downstream acted on it.

No Intents is the number to act on. Those messages were received, processed and then went nowhere, and they will not appear as tasks.

Business intents detected

What the sender wanted, in AP terms. Detected Business Intents runs down the side, Business Intent Volume along the bottom, and Total Business Intents Detected sits above.

Figure 3. The Business Intents Detected card.

The seven categories are Payment Status, Remittance Advice, Invoice Submission, PO Status, Record Update, Short Pay Inquiry and Credit Memo Submission. They are the same seven that appear in the intent key on AP Helpdesk Activity Summary, where four of them are written in the longer form beginning Request for.

A message can carry more than one intent, so this total can exceed Total Emails Processed. The Multiple Intents figure on the previous card is what accounts for the difference.

Macro intents detected

The same mail described by the shape of the message rather than its AP subject. Detected Macro Intents runs down the side and Macro Intent Volume along the bottom.

Figure 4. The Macro Intents Detected card.

The six categories are Request, Inquiry, Update, Acknowledgement, Unclear and Unintelligible, defined in AP Helpdesk Activity Summary.

Read this card against the one above it. A message can be a clear Request here and still carry no business intent, which is the agent understanding the shape of the message without recognizing the AP subject.

Drill into an intent

Selecting a bar on any of the intent cards opens the messages behind it, in a dialog named for what you selected, such as Update from Internal Cohort Senders.

The submission cards drill as well, and their dialog follows the documents rather than the messages. See Invoice and credit memo submissions, below.

The drill-down dialog from an intent bar

Figure 5. The drill-down from an intent bar, with the task each message raised.

This drill-down carries more than the mailbox ones: alongside the sender, the message and the date it lists the matched Vendor Name, the Task ID and the task Status, and the task reference is a link. That makes it the shortest route from “what are vendors asking for” to the specific open tasks that resulted.

The envelope beside each row opens the message, the export icon at the top right exports the list, and a long list pages inside the dialog.

Invoice and credit memo submissions

The last two cards follow documents rather than intents, and they are laid out the other way round from the first three. Here Sender Type runs down the side and Processing Outcome along the bottom.

Figure 6. The Invoice Submissions card. Credit Memo Submissions uses the same layout.

That flip changes what a stacked bar means. On Business Intents Detected a bar is one intent split by who sent it. On Invoice Submissions a bar is one sender type split by what happened to their documents.

Table 2. Submission outcomes.

Card	Outcomes
Invoice Submissions	Invoice Transferred, Duplicate Invoice, Transfer Error.
Credit Memo Submissions	Credit Memo Transferred, Duplicate Credit Memo, Transfer Error.

Table 3. What each outcome means.

Outcome	Means	Needs you
Transferred	The document reached your system of record.	No.
Duplicate	The document was already in your system of record and was correctly not transferred twice.	No.
Transfer Error	The document was accepted from the vendor and did not reach your system of record.	Yes. This is the only outcome of the three that leaves a vendor believing they have submitted something you do not have.

Selecting a bar on either submission card opens the documents behind it, in a dialog named for the sender type and the outcome you selected, such as Internal Sender Invoice Submission Transfers.

Figure 7. The drill-down from a bar on Invoice Submissions.

Table 4. Columns in a submission drill-down.

Column	What it holds
Sender Name and Sender Address	Who sent the document.
Sender Type	How that sender was classified.
Received Date	When the document arrived.
Invoice	The document itself, by file name.
Processing Outcome	Which of the three outcomes it reached.
Task ID	The task raised for it, as a link.

This is the fastest way to answer “what happened to the invoice we sent you”, because the file name, the outcome and the task that carried it sit on one row. A long list pages inside the dialog.