View and manage Walk-up Experience appointments in Agent Workspace

Viewing upcoming scheduled Walk-up Experience appointments provides technicians with an estimate of future queue demand and workload. Managers can view future appointments and adjust staffing at walk-up queue locations to best support demand.

Before you begin

Role required: sn_walkup.walkup_technician

About this task

The walk-up agents and managers primarily use Agent Workspace for all Walk-up Experience related information, including viewing and managing scheduled appointments.

Note:

You can also view and manage scheduled appointments from Walk-up Experience in the application navigator, or left navigation bar.

Appointments are automatically routed to your Agent Workspace inbox based on availability. You can also view a list of scheduled appointments and choose which one to accept.

Upcoming appointments also display with a small calendar icon next to the user name on the onsite walk-up location queue wall monitor. The user with an appointment appears on the monitor a short time before the appointment is scheduled to begin.

Note:

Upcoming appointments are also displayed on online check-in screen with the same calendar icon next to the user name.

Procedure

1. Navigate to All > Workspace Experience > Agent Workspace Home.
   The Agent Workspace homepage opens, greeting you with your name.
2. Click List in the left navigation bar.
3. Under Walk-up, click Appointments.
   Walk-up appointments assigned to your queue are listed.
4. Click an appointment number to view details, such as the requester name, the interaction number and description, and the appointment time.
   1. To open the associated interaction to view details, click the open record icon next to the interaction number.
   2. Click Accept appointment to begin working on the interaction.

      If necessary, you can assign the appointment to another agent and add work notes.

      If a significant time has passed and the requester does not show up for the appointment, you can delete the appointment by clicking the more UI actions icon in the interaction header and selecting Delete.

   3. Select Save.

• Work on Walk-up interaction
  Manage your Walk-up appointments in Agent Workspace.
• Create an appointment through incident
  Schedule an appointment on behalf of a requester through an incident record.