Manage Walk-up Experience queue and interaction

Walk-up Experience managers and agents can efficiently manage all aspects of a walk-up location queue and interactions. Agents can view assigned walk-up locations, interactions, and associated stockrooms used for fulfilling the walk-up requests.

Walk-up Experience helps the agents to organize and manage walk-up queues.

Agents primarily access Agent Workspace to manage requests. Using Agent Workspace the agents can do the following activities.

• Access personal inbox to view work assigned from multiple service channels, including the Walk-up Service Channel.
• Get assignments automatically pushed to the inbox from the walk-up interaction queue.
• Work on concurrent or multiple interactions at the same time.
• Promote interactions to incidents or requests.
• Work with any requester in the queue at any time by pulling from anywhere in the queue list, as well as from the top of the list.
• Use Agent Assist to expedite fulfillment.

With Agent Workspace, the agents can fulfill interactions on a first-come-first-served basis as interactions are pushed to individual walk-up inboxes. Interactions are distributed to walk-up agent inboxes based on assignment rule configurations in the Advanced Work Assignment feature.

The agents can directly open incidents in Agent Workspace when an issue is not resolved at the walk-up location. Agents can also directly create a request for hardware or software through the Service Catalog when an asset is not available at the walk-up location stockroom.

Walk-up Experience also includes Agent module in the application navigator where agents supporting a walk-up location can perform the following actions.

• Access personal walk-up inbox linking directly to Agent Workspace.
• View assigned walk-up interactions.
• Reassign and modify walk-up interactions when necessary.
• View all scheduled and upcoming appointments.
• View walk-up queue locations.
• View available assets and fulfill requests from a local stockroom.
• Create incidents and requests when necessary.
• Transfer walk-up interactions to other agents or queue locations when necessary.

The following applications are included in the Agent module of the Walk-up Experience navigation bar as well as viewed in the Agent Workspace Walk-up Experience interface:

Table 1. Walk-up Experience Agent applications

UI view and application	Description
Platform: My Walk-up Inbox Agent Workspace: Inbox	Walk-up interactions assigned to you in on Agent Workspace. Interactions are pushed to your inbox according to assignment rule configurations in the Advanced Work Assignment feature.
Platform: My Walk-up Stockrooms Agent Workspace: My Stockrooms	Stockrooms and assets associated with the walk-up queue locations you support.
Platform: My Walk-up Locations Agent Workspace: Walk-up Locations	Walk-up locations that you are assigned to.
Platform and Agent Workspace: My Assigned Walk-ups	Walk-up interactions you are assigned to resolve or fulfill. These interactions have a Work in Progress state.
Platform and Agent Workspace: Open - Unassigned	List of all open and unassigned walk-up interactions for your locations. These interactions have either a New, Queued, or Work in Progress state.
Platform and Agent Workspace: Closed Walk-ups	All closed walk-up interactions. Closed interactions have either a Closed Complete or Closed Abandoned state.
Platform: Scheduled Appointments Agent Workspace: Appointments	All upcoming appointments scheduled for your walk-up location.

For more information, see Service Operations Workspace and Advanced Work Assignment.

• View Walk-up Experience inbox
  View a personal inbox of automatically assigned Walk-up Experience interactions using the Agent Workspace feature interface.
• View assigned Walk-up Experience locations
  Walk-up Experience agents can view a list of the walk-up queues they are assigned to support. Locations queues reveal all the information an agent needs to know to operate the queue efficiently.
• Manage automatically assigned Walk-up Experience interactions
  The agents supporting Walk-up Experience locations can view and manage interactions automatically pushed to the Agent Workspace inbox.
• Manage Walk-up Experience interactions manually
  Agents supporting walk-up locations can manually manage queue requests with several Walk-up Experience interaction-related modules.
• View Walk-up Experience location stockroom and assets
  Agent supporting Walk-up Experience locations can view and access stockrooms to provide commonly requested hardware and software assets for walk-up queue guests. Stockroom inventory is defined by asset and inventory managers. Walk-up location agents can monitor inventory and alert asset and inventory managers when additional consumables are needed.
• Use Agent Assist to expedite Walk-up Experience fulfillment
  Walk-up Experience agents can use the Agent Assist feature in Agent Workspace to expedite incidents and requests.
• 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.
• View and manage Walk-up Experience appointments from application navigator
  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.