Skill Based Routing for Walk-up

[Akansha Gupta]

Hi Team,

I am new to Walkup module and looking for support in implementing skill based routing for it. (based on location/language).

I already configured below object but still its not working:

1. Skill, Skill Determination Rule, and enabling Business Rule

2. Walkup Location Queue

3. Assignment Rule -enabling auto-assign and mandatory skill, also added Walkup channel to Available state

Also, please help me to understand how it work as without skill based routing, Appointments are not getting auto-assigned but need to accepted by agent(though Capacity based AWA is in place)? Does Walkup agent also need to make his status as Available on SOW Inbox?

Thanks in advance!

[Akansha Gupta]

Hi @RaghavSh - we got another issue where the interaction is getting assigned as soon it is created.

Is it possible to delay this assignment so the agent capacity can be used accordingly and agent get notification before appointment time.

[RaghavSh]

@Akansha Gupta This is the expected behaviour, can you explain what are you trying to achieve here so that I can answer accordingly.

[Akansha Gupta]

Currently, we are using Walkup module for physical location kiosk and set up Walkup service channel capacity as 1.

Now, we are configuring a new 'Appointment' only type walkup location for Virtual support with auto-assignment based on skill based routing.

Problem: For Virtual walkup location, if appointment request come for tomorrow - it get auto assigned considering capacity and availability. But as Walkup channel capacity is 1, the agent does not any further appointment till scheduled time.

We cannot change the Walkup capacity as physical kiosk are already live and increasing it from 1 makes agent to handle multiple users at their location.

If you can provide, some suggestion on this scenarion.

[RaghavSh]

@Akansha Gupta When an appointment comes for tomorrow it gets to on hold state correct? How id it getting assigned? Did you check oob behaviour?

As per my understanding, it should only get assigned when it moves from on hold to in-progress.

[Akansha Gupta]

Hi @RaghavSh - thanks for the reply!

OOB, it get assigned x min before appointment time. But after enabling auto-assignment based on skill routing, it is getting assigned at the time of appointment creation.