Recently I have been assigned a task to enable walk-up appointment for one of the office locations, whose walk-up experience was already defined for the walk-in queue.
We have a 'walk-up' service channel based on interaction table and a location queue (not just queue) for the walk-up experience enabled.
The problem is that we try to select appointment booking configuration for the queue, the agent's inbox cannot differentiate if the work item coming is to be worked now or is for later.
We found out that walk-up appointment contains interaction record and not vice-versa, and also that we cannot create two location queues for the same location. How can we:
1. Differentiate work items for walk-up appointment vs walk-in from Agent Workspace/Service Operations Workspace View?
2. Make sure agents are redirected to the right record (interaction if it's a walk-up and walk-up appointment record if it's an appointment)?
I have been trying to find a way to implement this simple walk-up experience, but it is becoming complicated by its own. I am stumped at this point, could anybody please suggest a way?
