View Walk-up Experience inbox

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • View a personal inbox of automatically assigned Walk-up Experience interactions using the Agent Workspace feature interface.

    Before you begin

    Role required: sn_walkup.walkup_technician

    About this task

    There are two ways the agents can view the walk-up inbox. The agents primarily access Agent Workspace for all Walk-up Experience related information, including the inbox. However the agents can also access Walk-up Experience in the application navigator, or left navigation bar, to link to and view the inbox in Agent Workspace.

    Procedure

    1. To view the walk-up inbox using Agent Workspace, navigate to Workspace Experience > Agent Workspace Home.
      The Agent Workspace homepage opens, greeting you with your name.
    2. Click Inbox in the left navigation bar of the interface.
      Automatically pushed interaction assignments appear in the inbox based on agent schedules and assignment rule configurations in the Advanced Work Assignment feature. The agents can set an inbox status of Available, Away, and Offline.
    3. Alternatively, to view the walk-up inbox via the application navigator, navigate to Walk-up Experience > Technician > My Walk-up Inbox.
      You are linked directly to your personal inbox in Agent Workspace. Automatically pushed interaction assignments appear in the inbox based on agent schedules and assignment rule configurations in the Advanced Work Assignment feature.