Manage appointments in the 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.

Before you begin

Role required: sn_csm_walkup.walkup_technician

About this task

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

Note:

Primary access is through CSM Configurable Workspace for all Walk-up Experience related information, including scheduled appointments.

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.

Procedure

1. Navigate to All > CSM Walk-up Experience > Technician > Scheduled Appointments.
   All walk-up appointments scheduled for the upcoming 14 days display.
2. Click an appointment number to view details, such as the requester name, the interaction number and description, and the appointment time.
   1. If desired, to preview the associated interaction details, click the preview record icon next to the appointment number.
   2. To begin working on the interaction, click Accept appointment on the Walk-up Appointment form.

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

      If a significant amount of time has passed and the requester does not show up for the appointment, you can delete the appointment by clicking delete.

   3. Click Update to save any changes you make to the interaction form.