Manage automatically assigned Walk-up Experience interactions

Technicians supporting CSM Walk-up Experience locations can view and manage interactions automatically pushed to the CSM Configurable Workspace inbox.

Avant de commencer

Role required: sn_csm_walkup.walkup_technician

Pourquoi et quand exécuter cette tâche

Walk-up Experience interactions can be automatically pushed to a personal inbox in CSM Configurable Workspace based on agent schedules and assignment rule configurations in the Advanced Work Assignment feature. Technicians fulfill interactions on a first-come-first-served basis as they appear in the inbox.

To manually assign and manage interactions using the CSM Walk-up Experience Technician modules found in the application navigator, refer to Manage Walk-up Experience interactions manually.

Technicians set a status in the CSM Configurable Workspace inbox to indicate readiness to accept interactions. Status choices are Available, Away, and Offline.

Even though interactions are automatically pushed to the walk-up inbox, agents can work with anyone in the walk-up queue at any time.

View walk-up queue interactions assigned to you automatically in your walk-up inbox or in your My Assigned Walk-ups list. You can also view all Open - Unassigned interactions for the queue you support.

With CSM Configurable Workspace you can view lists of all your related walk-up interactions and appointments, your cases, customer accounts and contacts, incidents, requests, and more using one convenient interface. The Walk-up Experience related interaction list includes the following items:

Tableau 1. Walk-up Experience related interaction list

List item	Description
My Assigned Walk-ups	Interactions you assign to yourself when you accept an active interaction or that are assigned to you. Agents assign interactions to themselves when they accept a queued interaction. Managers can assign interactions to specific agents. These interactions are in a Work in Progress state. Once assigned, an agent can transfer the interaction to another agent or queue to complete the work, if necessary.
Open — Unassigned	All open but unassigned interactions associated with your specific walk-up queue location. When a guest checks into a walk-up queue, an interaction is created. The interaction is Queued until an agent accepts it or is assigned the interaction. At that point, the state changes to Work in Progress.
Closed Walk-ups	All Closed Complete and Closed Abandoned interactions assigned to a specific walk-up location queue. Agents can abandon an interaction when a guest leaves the queue before receiving support.

Procédure

1. To begin supporting a walk-up queue guest, open CSM Configurable Workspace.
2. Select Inbox and ensure your status is set to Available.
   You can view interactions in your inbox that are automatically assigned to you.
3. Select the interaction at the top of the list and begin resolving the issue or fulfilling the request.

   When you create an associated case, a New Case tab opens next to the Details tab of the original interaction. Fill out the new case form. Select Save to save the new case.

   If an interaction requires an unusual amount of time to resolve or fulfill, you can place the interaction on hold. The requester does not lose position in the queue and you can help another requester simultaneously. Placing an interaction on hold does not affect your capacity for new interactions.

   1. To put an interaction on hold, select Put on Hold.
   2. You can associate the interaction with another record by selecting Associate Record from the more UI actions icon ( ) in the interaction header.
   3. If you cannot resolve an issue, select Create Case in the interaction header.

      When you create an associated case, a New Case tab opens next to the Details tab of the original interaction. Fill out the new case form. Select Save to save the new case.

4. When you finish resolving the interaction, select Close in the interaction header.
   Closing an interaction affects your capacity and can result in new interactions being pushed to your inbox.