Who this is for. AP Helpdesk Analysts and Managers.
This panel answers what arrived and what the agent did with it. It is the first AP Helpdesk panel on the dashboard and the one to read before the others, because the rest explain figures that start here.
It has three parts: two blocks of counts, then a set of charts breaking the same traffic down by intent.
Panel controls
Every AP Helpdesk panel carries the same three controls.
Table 1. The panel controls.
Control |
Where |
What it does |
|---|---|---|
Collapse triangle |
Left of the panel name. |
Folds the panel away. The state is per panel, so you can keep the dashboard to the panels you use. |
Range selector |
Beside the panel name. |
1 Day, 7 Days, 30 Days, and 365 Days. The selected range is shown in plain text and the others as links. |
Export |
Top right of the panel. |
Exports what the panel is currently showing, for the range you have selected. |
Ranges are set per panel, not for the dashboard. Two panels can be reporting different periods at the same time, so check the selector before comparing one against another. Panels that plot a series also print the dates they cover, for example 09/18/2025 to 09/18/2026.
The default range is short, so a panel reading zero across the board usually means the range is shorter than the period with activity. Widen it to 365 Days before treating an empty panel as a data problem.
AI Agent metrics
Four counts describing the work, from what came in to what is left for a person.
Table 2. AI Agent metrics.
Metric |
What it counts |
|---|---|
Inquiries Received |
Messages the agent recognised as an inquiry it could act on. This is smaller than Emails Received, because not everything that arrives is an inquiry. |
AI Agent Replies |
Replies the agent sent without a person. |
AI Agent Tasks |
Tasks the agent raised and handles itself. These do not reach your queue. |
User Tasks |
Tasks raised for a person. This is your queue. |
Read the first against the last. Inquiries received compared with user tasks is the ratio that says how much of the mailbox the agent is absorbing. A rise in user tasks without a rise in inquiries usually means something changed in what the agent is permitted to do, rather than in what vendors are asking.
Agent replies at zero while agent tasks are not is the signature of collaborative mode: the agent is preparing work and a person is sending it.
Mailbox metrics
Nine counts in a grid, covering total traffic and the sender classification of everything received.
Table 3. Mailbox metrics.
Metric |
What it counts |
|---|---|
Emails Received |
Everything that arrived in the connected mailbox in the range. |
Emails Sent |
Everything that went out, whether the agent sent it or a person did. |
Enrolled Sender Emails |
From supplier contacts the agent is enabled for. |
Unenrolled Sender Emails |
From supplier contacts it is not enabled for. |
Internal Sender Emails |
From configured employee contacts. |
Internal Cohort Emails |
From addresses on your own domain that are not on a contact record. |
External Cohort Emails |
From addresses whose domain matches a supplier contact, without matching the contact itself. |
System Sender Emails |
From configured automated sources such as bounce notices and portal notifications. |
Unknown Sender Emails |
From addresses the agent could not tie to any record. |
The seven sender counts should add up to Emails Received. Where they do not, mail arrived that has not finished processing.
Unknown sender emails is the most actionable figure on the panel. It usually means contact data is incomplete rather than that strangers are writing to you, and every one of those messages received a reply carrying no supplier detail. See SOR Insights.
Intents and outcomes
Three pie charts over one shared legend, showing the same traffic at three stages: Inquiries Received, Agent Replies, and Agent Tasks.
The legend carries both kinds of intent together. The business intents are Request for Payment Status, Request for PO Status, Request for Record Update, Request for Remittance Advice, Invoice Submission, Credit Memo Submission, and Short Pay Inquiry. The macro intents are Request, Inquiry, Update, Acknowledgement, Unclear, and Unintelligible, which classify mail that carries no AP business intent.
Compare the charts left to right. An intent with a share of inquiries and no share of replies is one the agent recognises and does not act on, which points at its configuration in Intents & Outcomes rather than at a detection problem.
Where nothing fell into a chart for the range, it reads No Data To Display rather than showing an empty circle.
Figure 1. The AP Helpdesk Activity Summary panel.