Walk up experience Different number of Technicians setup

PavelP · ‎02-08-2023

Hello,

we are trying to setup a walk-up experience module for the first time, and encountered an issue while trying to set up the Walk-up location.

Our customer wants to have a different number of Technicians available, depending on time of day (i.e. 2 technicians in the morning and evening, and 5 during peak hours). These schedules would be fixed and not changed.

While this feels like a standard request, I haven't found a way to do this - only to set number of technicians throughout the whole day.

Does anyone have suggestions, on how can this be done, preferably using the existing configuration?

Thanks to all in advance

Best regards

Pavel

Sebas Di Loreto · ‎02-16-2023

@PavelP

There is no place to set "number of technicians available" BUT the closest to what you are asking for your business case in regards to appointments is called "variable time slots for appointment booking". This feature was released in Tokyo.

Go to the appointment booking record and put a checkmark on "enable advanced configurations"

Then you will be able to create a new "advanced configuration" record, where you will be able to make more appointments available (Rule field) at certain times.

Hope this helps.

If I helped you with your case, please click the Thumb Icon and mark as Correct.

View solution in original post

Sebas Di Loreto · ‎02-08-2023

@PavelP

I have extensive knowledge on the Walkup configuration.

Can you please share your screen where you are defining the "number of technicians available"?

I guess you are using AWA (advance work assignment)...

If I helped you with your case, please click the Thumb Icon and mark as Correct.

PavelP · ‎02-08-2023

Hi @Sebas Di Loreto

we are not familiar with AWA that much but it looks promising.
The Configuration we are trying to achieve is: setup a Walkup location in a way, so that first half of day there are 2 agents available, and second half a day there are 4 agents available.
Could this be achieved via the AWA?

Best regards

Pavel

Sebas Di Loreto · ‎02-08-2023

@PavelP

That is exactly the reason why I asked. Most likely you haven't found any place to set the "number of technicians available" per walkup location.

At my company we are not using AWA for walkup (but we do for Agent Chat) since it is a very small number of technicians and they can decide what technician takes a customer when they walk in or make appointments. We don't want AWA to decide that (round robin, etc.).

What is your specific business case that you want to solve looking for a way to enter this information?

You want to inform how long is the wait time for example?

If I helped you with your case, please click the Thumb Icon and mark as Correct.

PavelP · ‎02-16-2023

Hi @Sebas Di Loreto

yes, we have been trying after your last post but we haven't found a place to set the "number of technicians available" per walkup location.

If you know whether such configuration exists - could you point us to where to find it?

Our business case is as mentioned: the walkup location will have i.e. 5 technicians during peak hours (around noon), and 2 technicians in off hours. These numbers are fixed and we don't want to change them dynamically.

How do we configure the Walk up so the scheduling won't allow scheduling more appointments, if there won't be enough technicians at the specific time.

Thank you in advanced

Pavel