We had the same problem when setting up our Walk-Up Experience: Only a single agent could Check-In to the Kiosk to Accept and work Interactions.
There are two possible solutions (that we found), and it will be up to you to determine which solution is best for your situation.
Solution #1: Do not use Location Kiosks
- Navigate to Walk-Up Experience - Administration - Walk-Up Locations.
- Open the Location you are wanting to manage.
- Set "Enable Kiosk" and "Show Kiosk" to FALSE (Uncheck them).
- In the Related List "Walk-up Location Kiosks", set any records to Active = false. (You can delete them later if this solution works for you, if you want to.)
- Click the Update button.
Solution #2: Create Additional Location Kiosks
- Navigate to Walk-Up Experience - Administration - Walk-Up Locations.
- Open the Location you are wanting to manage.
- In the Related List "Walk-up Location Kiosks", and select New.
- Create any number of additional Walk-up Location Kiosks such as you have enough for the number of technicians working at this Walk-up location.
- Note: Your technicians MUST Check Out of their Location Kiosk whenever they leave such that another technician can Check-In, if need be.
Why?
In the context that I have outlined above, the term "Kiosk" is not really what we would normally think of as being a Kiosk. Instead, to help explain this concept, let’s think of it as a technician station, like a single checkout lane at the grocery store. You would create a "Kiosk" for each technician, or checkout lane, then your technicians would Check In to the appropriate "Kiosk" and start pulling in Interactions from the queue. The catch, and why we decided to disable this feature all together, is that the technician MUST Check Out of the "Kiosk" whenever they leave (Go to lunch, go home, etc.) so that another technician can come use that "Kiosk" instead, if that were to become necessary.
Once we disabled the feature, we discovered that any technician could Accept any New Interaction and help the waiting customers. Plus, they did not have to Check-In anymore. (Though they probably should be Available in the Service Operations Workspace Inbox.)
We are just starting to use the Walk-Up Experience feature, so I cannot comment on what the downstream effects might be for say, reporting, or dashboards. Our Walk-Up area is a bit of a free for all; it is not organized into multiple lines with multiple technician stations. We also rotate our technicians through on a regular basis. So that is why disabling this feature seems to make sense for us.
I hope this ends up helping someone in the future. I know this is a late reply, but I wanted to help anyone else that came along with this and see if anyone has a better option or alternative thoughts.
-Glenn
