--- sourceDocument: Brazil IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Manage Walk-up Experience queue and interaction # Manage Walk-up Experience queue and interaction {#ariaid-title1} Release version: Brazil Updated September 10, 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 interaction Walk-up Experience empowers managers and agents to efficiently handle all aspects of walk-up location queues and related interactions. Agents primarily use Agent Workspace to manage and fulfill walk-up requests, streamlining the service delivery at physical walk-up locations. Show full answer Show less ## Key Features * **Agent Workspace Inbox:** Agents receive walk-up interactions automatically pushed to their personal inbox based on Advanced Work Assignment rules, enabling first-come-first-served fulfillment and concurrent handling of multiple interactions. * **Interaction Management:** Agents can promote interactions to incidents or requests, open incidents directly, create hardware or software requests via the Service Catalog, and manually manage queue requests. * **Walk-up Location and Stockroom Access:** Agents view assigned walk-up locations and associated stockrooms with hardware/software assets, allowing them to fulfill requests onsite and monitor inventory for replenishment needs. * **Agent Module Applications:** Includes modules for inbox, stockrooms, assigned walk-ups, unassigned interactions, closed interactions, and scheduled appointments accessible via both the Agent Workspace and the application navigator. * **Agent Assist Integration:** Agents use Agent Assist within Agent Workspace to expedite incident and request fulfillment, improving resolution speed and service quality. * **Appointment Management:** Viewing and managing upcoming scheduled appointments helps agents and managers anticipate workload and adjust staffing to meet demand efficiently. * **Interaction Reassignment and Transfer:** Agents can reassign or transfer walk-up interactions to other agents or locations as necessary to maintain service continuity. ## Key Outcomes * Improved agent efficiency through centralized interaction management and automated assignment. * Enhanced customer experience by enabling timely, organized service at walk-up locations. * Better resource utilization via stockroom asset visibility and inventory monitoring. * Optimized staffing and workload management through appointment scheduling visibility. * Increased flexibility in handling interactions with capabilities to promote, reassign, or escalate requests seamlessly. Walk-up Experience managers and agents can efficiently 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 the agents to organize and manage walk-up queues. Agents primarily access Agent Workspace to manage requests. Using Agent Workspace the agents can do the following activities. * Access personal inbox to view work assigned from multiple service channels, including the Walk-up Service Channel. * Get assignments automatically 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 at any time by pulling from anywhere in the queue list, as well as from the top of the list. * Use Agent Assist to expedite fulfillment. {#use-walkup-to-manage-demand__ul_pn4_pdy_xfb} With Agent Workspace, the 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. The agents can directly open incidents in Agent Workspace when an issue is not resolved at the walk-up location. Agents can also directly 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 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 Agent 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 Walk-up Experience navigation bar as well as viewed in the Agent Workspace 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 Agent Workspace: Inbox | Walk-up interactions assigned to you in on Agent Workspace. Interactions are pushed to your inbox according to assignment rule configurations in the Advanced Work Assignment feature. | | Platform: My Walk-up Stockrooms Agent Workspace: My Stockrooms | Stockrooms and assets associated with the walk-up queue locations you support. | | Platform: My Walk-up Locations Agent Workspace: Walk-up Locations | Walk-up locations that you are assigned to. | | Platform and Agent Workspace: My Assigned Walk-ups | Walk-up interactions you are assigned to resolve or fulfill. These interactions have a Work in Progress state. | | Platform and Agent Workspace: 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 Agent Workspace: Closed Walk-ups | All closed walk-up interactions. Closed interactions have either a Closed Complete or Closed Abandoned state. | | Platform: Scheduled Appointments Agent Workspace: 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 [Service Operations Workspace](https://www.servicenow.com/docs/nM2a~m7TxoYzRWfxxwBXtg "Service Operations Workspace provides agents with a unified view of incidents, alerts, and tasks so they can investigate and resolve service issues from a single interface.") and [Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-overview&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US). * **[View Walk-up Experience inbox](https://www.servicenow.com/docs/eQ2YGxEis291iOdjjuLvzw)** 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/4w51_RUyfY2XhSGaqocUuQ)** 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/jWxZPbGZRPZtsvRpzR~HeA)** 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/PtxuQOm82IejuPT_3wupnQ)** 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/1R5FpXScmBMy5aMbjnASsg)** 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/SGmsHIDTXxn30iRVL1JyNw)** 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/aMUNP~jspFr2V9h5s7ipsw)** 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/~BmDUaxt8Ro~NGfgVbtpQQ)** 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.