Configure Walk-up Experience service channel

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Configure the Walk-up Experience service channel to meet the needs of your walk-up agents and how they are assigned to and manage interactions in Agent Workspace.

    Before you begin

    Role required: sn_walkup.walkup_admin or admin

    About this task

    The Walk-up Experience service channel is viewed and configured through Advanced Work Assignment. You can modify default values and conditions as desired.

    Procedure

    1. Navigate to All > Advanced Work Assignment > Service Channels.
    2. Select Walk-up to open the Walk-up Experience service channel.
    3. Refer to Configure a service channel for detailed information regarding the Service Channel Walk-up form values and conditions.
      For more information regarding Advanced Work Assignment service channels, including configuring capacity and utilization, inbox layout, and overriding agent capacity for selected agents, refer to Service channels.