--- sourceDocument: Australia IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Manage Walk-up Experience queue and interactions # Manage Walk-up Experience queue and interactions {#ariaid-title1} Release version: Australia Updated October 29, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Manage Walk-up Experience queue and interactions The Manage Walk-up Experience feature in ServiceNow enables managers and agents to effectively handle walk-up location queues and interactions using the Service Operations Workspace (SOW). This functionality helps agents organize, prioritize, and fulfill walk-up service requests from customers arriving at physical service locations. Show full answer Show less ## Key Features * **Personal Inbox Management:** Agents receive walk-up interactions automatically assigned to their personal inbox via Advanced Work Assignment rules, allowing them to manage multiple service channels concurrently. * **Interaction Handling:** Agents can work on multiple interactions simultaneously, promote interactions to incidents or requests, and pull requests from anywhere in the queue to expedite service. * **Stockroom and Asset Access:** Agents can view and fulfill requests using stockrooms associated with their walk-up locations, facilitating immediate hardware or software delivery. They can also notify asset managers when inventory needs replenishment. * **Agent Assist Integration:** The Agent Assist feature accelerates incident and request fulfillment directly from the workspace. * **Appointment Management:** Agents and managers can view and manage scheduled walk-up appointments, helping them anticipate demand and optimize staffing. * **Queue and Interaction Management:** Agents can reassign, modify, transfer, or create new incidents and requests for walk-up interactions as needed, ensuring efficient queue operation. ## Agent Module Applications in Service Operations Workspace The Agent module provides a comprehensive set of applications accessible via the SOW navigation bar for walk-up support: * **My Walk-up Inbox:** Displays assigned walk-up interactions pushed to the agent's inbox. * **My Walk-up Stockrooms:** Shows stockrooms and available assets for walk-up locations the agent supports. * **My Walk-up Locations:** Lists walk-up locations assigned to the agent. * **My Assigned Walk-ups:** Displays interactions currently in progress assigned to the agent. * **Open - Unassigned:** Lists new or queued interactions not yet assigned. * **Closed Walk-ups:** Displays completed or abandoned interactions. * **Scheduled Appointments:** Shows upcoming appointments for walk-up locations. ## Practical Benefits for ServiceNow Customers * **Streamlined Walk-up Support:** Agents can efficiently manage walk-up requests, improving customer service responsiveness and reducing wait times. * **Improved Resource Allocation:** Viewing appointments and queue status helps managers deploy the right staffing levels to meet demand. * **Integrated Asset Fulfillment:** Access to stockroom inventory ensures that hardware and software requests are fulfilled promptly at the point of service. * **Flexible Interaction Management:** Agents can handle interactions dynamically, promoting or transferring them as needed to resolve requests effectively. * **Enhanced Workflow Automation:** Advanced Work Assignment and Agent Assist features automate task distribution and expedite resolution processes. Walk-up Experience managers and agents can 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 agents organize and manage walk-up queues. To manage requests, agents access Service Operations Workspace (SOW) to perform the following activities. * Access personal inbox to view work assigned from multiple service channels, including the Walk-up Service Channel. * Get assignments 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 by pulling from anywhere in the queue list, including from the top of the list. * Use Agent assist to expedite fulfillment. {#use-walkup-to-manage-demand__ul_pn4_pdy_xfb} With SOW, 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. Agents can open incidents in SOW when an issue is not resolved at the walk-up location. Agents can also 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 the 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 the Service Operations 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. {#use-walkup-to-manage-demand__ul_jvz_klj_qfb} The following applications are included in the Agent module of the Service Operations Workspace navigation bar and can be viewed in the SOW Walk-up Experience interface. {#use-walkup-to-manage-demand__table_mlz_tdy_xfb__entry__2} | UI view and application | Description | |-|-| | Platform: My Walk-up Inbox SOW: Inbox | Walk-up interactions assigned to you in Service Operations Workspace. Interactions are pushed to your inbox according to assignment rule configurations in the Advanced Work Assignment feature. | | Platform: My Walk-up Stockrooms SOW: My Stockrooms | Stockrooms and assets associated with the walk-up queue locations you support. | | Platform: My Walk-up Locations SOW: Walk-up Locations | Walk-up locations that you are assigned to. | | Platform and SOW: My Assigned Walk-ups | Walk-up interactions you are assigned to resolve or fulfill. These interactions have a Work in Progress state. | | Platform and SOW: 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 SOW: Closed Walk-ups | All closed walk-up interactions. Closed interactions have either a Closed Complete or Closed Abandoned state. | | Platform: Scheduled Appointments SOW: Appointments | All upcoming appointments scheduled for your walk-up location. | [Table 1. Walk-up Experience Agent applications] {#use-walkup-to-manage-demand__table_mlz_tdy_xfb} For more information, see [Walk-up Experience management in Service Operations Workspace](https://www.servicenow.com/docs/6Fvd85oK7qkjX8gOIGZe9w "Manage your Walk-up interactions and queues in Service Operations Workspace.") and [Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-overview&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). * **[View Walk-up Experience inbox](https://www.servicenow.com/docs/fP665rk~DD1TEmeNI54AIQ)** View a personal inbox of automatically assigned Walk-up Experience interactions using the Agent Workspace feature interface. * **[View assigned Walk-up Experience locations](https://www.servicenow.com/docs/UiWUZHU36DXxOX2_HDYqcg)** 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](https://www.servicenow.com/docs/OFb5ZfHAOIo7kj4ABK_lYw)** 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](https://www.servicenow.com/docs/U85sb4wdWborp1GI90EavA)** 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](https://www.servicenow.com/docs/znxp2S6_gX1WNDy72OtM1A)** 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](https://www.servicenow.com/docs/~eHC~SLyBnY0vJ~lWsU05w)** 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](https://www.servicenow.com/docs/9qmFwgWEUn9fhaZ95NaqMg)** 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](https://www.servicenow.com/docs/eOy1wuvsuhI1sRD6Kbn~ow)** 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.