Academy Session
Introduction
We’re thrilled to introduce the new unified Appointment Booking feature, now available on both the Employee Centre Pro Portal and EC Pro Kiosk. This feature allows employees to easily schedule HR appointments, whether virtually or in person, and combines the existing ITSM walk-up experience with the convenience of booking dedicated time with HR. By streamlining HR interactions, this functionality makes it easier for all employees—whether deskless or desk-based—to get the support they need without delays. It also helps HR teams manage resources more effectively, ensuring smoother, more efficient assistance for everyone involved. See the details below:
- Appointment Booking for Employee Center Pro- Employees can quickly schedule HR appointments from the Employee Centre Pro homepage via the Schedule Appointment link in the Human Resources menu or the Quick Links widget. Upcoming appointments will also appear under Appointments in My Active Items for easy tracking.
- Appointment Booking for EC Pro Kiosk– Employees can easily book HR appointments from the EC Pro Kiosk homepage using the Schedule Appointment quick link under the Get Support widget. Upcoming appointments are conveniently displayed on the homepage widget, with a link to view all scheduled appointments, making it simple to manage and track appointments at a glance.
- Unified Appointment booking and Walkup experience - Organizations using both ITSM walk-up and Appointment Booking can now streamline the process with a single quick link for both experiences. Employees will be prompted to choose between scheduling an appointment or joining the walk-up queue. For those using only Appointment Booking, the intermediate step can be bypassed, directing employees straight to the booking page. Additionally, appointment list is unified to display both services, with a single Appointments activity appearing in My Active Items for easy access.
- Scheduling an appointment– During the scheduling process, employees can select an appointment category, which helps broadly define the topic, especially in multi-department setups like HR or IT services. They’ll then choose the specific reason for the appointment. Admins can configure these reasons to be available based on location, user criteria, or specific topics, allowing for customized access across different employee groups. Employees can choose virtual or in-person sessions, view available time slots in their local time zone, and provide extra details, including contact preferences, with the option to automatically update their profile.
- View appointment details– After scheduling an appointment, employees can view all their appointments in one place and filter by category or status—upcoming, cancelled, or completed. They can also cancel or reschedule appointments as needed, with detailed information available via the appointment details page.
How to get access?
License & family release compatibility - The Appointment Booking capability requires Employee Center Pro license and HRSD Pro or above license. It is only available with Yokohama family release version.
Plugins required – The Appointment Booking capability requires ITSM Walk-up plugin. Besides that, it requires the Employee Center Pro (version 34.0.2).
Technical details – Admins will first need to opt into the functionality and then configure location queues for appointment booking, ensuring that all location queues used in the new experience are linked to a topic within the portal’s taxonomy. Regarding display of agent availability for appointments, currently we are not integrated with Microsoft Outlook and the agent availability is configured within the ITSM walk up configuration.
Refer to Appointment Booking product documentation for additional details. |
