Who this is for. AP Helpdesk Analysts and Managers.
This panel reports what the agent detected in the mail it read. Where Mailbox Intelligence counts messages, this one classifies them, so it is where you see whether the agent understands what your vendors are asking.
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.
Emails processed
A volume chart with an Intent Outcome breakdown, and a total printed as Total Emails Processed.
Table 2. Intent outcomes.
Outcome |
What it means |
|---|---|
Single Intent |
The message asked for one thing. These are the ones the agent handles most cleanly. |
Multiple Intents |
The message asked for more than one thing, for example a payment status question with an invoice attached. |
No Intents |
The agent read the message and could not place it against anything it handles. |
No Intents is the figure to watch. A few is normal. A rising share means either that new kinds of request are arriving, or that an intent is switched off that should not be. The breakdown beneath the chart shows which sender types those messages came from.
Business intents detected
The seven AP requests the agent recognises, each with a share and a count, over a total printed as Total Business Intents Detected:
Payment Status
Remittance Advice
Invoice Submission
PO Status
Record Update
Short Pay Inquiry
Credit Memo Submission
The total can exceed the number of messages, because one message carrying multiple intents contributes to more than one.
Beneath the chart the same totals are split across the seven sender types: External Cohort, Internal Cohort, Enrolled, Unknown, Unenrolled, Internal, and System. That split is the useful part. It says not only what is being asked but by whom, and therefore whether the agent was permitted to answer it.
Macro intents detected
A coarser classification applied to the same mail, with its own total and the same sender-type split.
Table 3. Macro intents.
Macro intent |
What it covers |
|---|---|
Request |
The sender is asking for something to be done. |
Inquiry |
The sender is asking a question. |
Update |
The sender is supplying information rather than asking for any. |
Acknowledgement |
A reply that confirms receipt and asks nothing. |
Unclear |
The intent could not be determined. |
Unintelligible |
The message could not be read well enough to classify. |
Macro intents catch what business intents do not. A message counted as Unclear or Unintelligible reached the agent and defeated it, which is a different problem from a message with no business intent: the first is usually a badly written email, the second is usually a request type nobody has configured.
Figure 1. The Agent Processing panel.