View and manage Walk-up Experience appointments in Agent Workspace

Viewing upcoming scheduled CSM 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 primarily use CSM Configurable Workspace for all Walk-up Experience related information, including viewing and managing scheduled appointments.

Note:

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

Appointments are automatically routed to your CSM Configurable 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 the online check-in screen with the same calendar icon next to the user name.

Procedure

1. Open CSM Configurable Workspace.
2. Select List in the left navigation bar.
3. Under Walk-up, select Appointments.
   Walk-up appointments assigned to your queue are listed.
4. Select 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, select the Open record icon next to the interaction number.
   2. Select 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 amount of time has passed and the requester doesn’t show up for the appointment, you can delete the appointment by selecting the More UI actions icon in the interaction header and choosing Delete.

   3. Select Save to save any changes you make to the appointment interaction.