Walk-up Experience kiosk
Walk-up Experience kiosks help your requesters to resolve information technology (IT)-related issues and access various IT services and resources in your organization.
As an administrator, you can activate kiosks at walk-up locations and customize them to support the IT-related requests from your requesters. For example, you can assign one kiosk to refresh the requester's laptops and another kiosk to supply computer devices. For more information, see Create a kiosk at a location.
The requesters can use desktop or mobile devices to make an appointment or to join the queue. For more information on using the mobile device to make an appointment, see Walk-up Experience on Now Mobile. Based on the requester's service requirement, they are directed to a designated kiosk. The requester can then check their queue number on the kiosk screen as well as on their desktop or mobile device.
The available agents at a kiosk can assign interactions to themselves or leverage skill-based routing to direct requesters to the designated kiosk for assistance. For more information about skill-based routing, see Configure skill-based routing in Walk-up Experience. However, the agents must check into a kiosk from the service operation workspace (SOW) to support the interactions. An agent can check into only one kiosk at a time. If an agent tries to check into another kiosk, that agent is automatically checked out of the previous kiosk.
Requesters can view the kiosk queue on their desktop or mobile device screens and then proceed to access the necessary services. For example, if a requester must refresh the laptop, they are led to the kiosk dedicated to laptop refresh.
The following example shows a typical kiosk queue for a Tech Lounge within an organization.