question Walkup Experience Issues after Washington Update in Community Central forum

Walkup Experience Issues after Washington Update

Andrew Connop — Fri, 26 Apr 2024 06:23:22 GMT

Hi All,

Following the application of the Washing Update to our environment, the Walk-Up experience "Queue" portal is no longer providing the following functionality:

- Users who are sitting in the integration queue are not be displayed in the "Up Next" queue.
- Users whose interactions have been accepted are no longer being displayed in the "Now Serving" queue.
- When a user's interaction is accepted by the agent, the portal is no longer displaying their name in a large format calling them over to the engineer.

I can see that the Walk-Up experience is still creating the walk-up interactions when a user registers their name via the registration form, and the CSAT survey is also working. In addition, the "estimated wait time" updates correctly on the portal, as does the "Away" message when activated.

Has anyone come across this issue in their testing, and been able to resolve it? As far as I know, the Walk-up Experience should be using all out of the box functionality - although it is possible that the site was modified by our original implementor to ensure the "queue" page was displaying correctly on 4K TVs.

Any advice as to where to begin troubleshooting this issue would be greatly appreciated.

Thanks,

Andrew.

Re: Walkup Experience Issues after Washington Update

Ankit Padia — Wed, 02 Apr 2025 14:39:02 GMT

Hey, @Andrew Connop
Do you have any solution for this?
We are also facing the same issue after upgrading to Yokohama

Re: Walkup Experience Issues after Washington Update

Harry_B — Tue, 06 May 2025 09:47:24 GMT

Hi, @Andrew Connop and @Ankit Padia,

We are now also having the issue having updated to Yokohama.

Re: Walkup Experience Issues after Washington Update

Loudigi — Tue, 06 May 2025 19:06:25 GMT

Had this same issue.
The issue occurs because the Rest API contains the snc_internal role and as the user has snc_external role, so it disqualifies the walkup user and doesn't render any users in the queue.
KB2046788
It's fixed in Yokohama patch 3, but there's a working around in the KB.