Walk-up Experience dashboard overview

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Walk-up Experience Dashboard Overview

    The Walk-up Experience dashboard provides managers with high-level reporting on various metrics related to incident and request management at walk-up locations. Key data includes record volume, average wait and service times, and assignments by agents and location, enabling quick insights into operational performance.

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    Access to the dashboard requires specific roles: snwalkup.walkupmanager, snwalkup.walkupadmin, or admin. The dashboard can be accessed by navigating to Walk-up Experience > Dashboard. Users can hover over report graphics for detailed insights and save graphs as PNG or JPEG files for reporting purposes.

    Key Features

    • Completed Walk-ups for the Quarter: Displays the total number of records created during the fiscal quarter.
    • Exit Survey CSAT for this Year: Shows average customer satisfaction sentiment (1 to 3) from exit surveys for the current year.
    • Overall CSAT within Last Year: Displays average customer satisfaction sentiment (1 to 5) from email surveys in the past year.
    • Walk-ups by Location within Last Year: Provides total walk-up interactions by location, displayed monthly.
    • Walk-up Interactions with Incidents/Requests by Location: Shows total incidents and requests, categorized by location and displayed monthly.
    • Walk-up Reasons by Location: Illustrates reasons for visiting the walk-up queue, shown as a bar chart.
    • Walk-ups by Day/Hour: Displays interactions per day and per hour, by location, shown as bar charts.
    • Walk-up Consumables: Indicates the number of assets consumed by guests, organized by location.
    • Average Service and Wait Time by Location: Provides average times for closing interactions and waiting for service, respectively, shown in various formats.

    Key Outcomes

    Utilizing the Walk-up Experience dashboard allows ServiceNow customers to efficiently monitor and analyze walk-up location performance. By leveraging detailed metrics, managers can enhance service delivery, improve customer satisfaction, and make informed decisions for operational improvements.

    The Walk-up Experience dashboard and reporting module provides basic high-level reporting on incident and request types, record volume, average wait and service times, assignments by agents and location, and more. By viewing the dashboard, managers can quickly understand the walk-up location operations and can report performance data to upper management.

    To view the Walk-up Experience dashboard you must be assigned one of the following roles:
    • sn_walkup.walkup_manager
    • sn_walkup.walkup_admin
    • admin

    Access the dashboard by navigating to Walk-up Experience > Dashboard. To view detailed information, hover over any report graphic. You can save graphs as PNG or JPEG files to attach to emails or include in reporting presentations. All graphs can be refreshed for the latest data.

    Dashboard report graphic Description
    Completed Walk-ups for the Quarter Total number of records created during the fiscal business quarter. Volume shown as a single score.
    Exit Survey CSAT for this Year Speedometer showing the average customer satisfaction sentiment (1 to 3) during the exit survey for the current calendar year.
    Overall CSAT within Last Year Speedometer showing the average customer satisfaction sentiment (1 to 5) captured by the email survey within the last year (364 days from current date).
    Walk-ups by Location within Last Year Total number of walk-up interactions, by location within the last year (364 days from current date). Volume shown as a spline distributed by month.
    Walk-up Interactions with Incidents by Location within Last Year Total number of walk-up incidents, by location within the last year (364 days from current date). Volume shown as a spline distributed by month.
    Walk-up Interactions with Requests by Location within Last Year Total number of walk-up requests, by location within the last year (364 days from current date). Volume shown as a spline distributed by month.
    Walk-up Reasons by Location within Last Year Reasons for visiting the walk-up queue, by location within the last year (364 days from current date). Data shown as a bar chart.
    Walk-ups by Day of the Week Total number of walk-up interactions per day during the course of a week, by location. Data shown as a bar chart.
    Walk-ups by Hour Total number of walk-up interactions, by hour and by location. Data shown as a bar chart.
    Walk-up Consumables Total number of assets consumed by walk-up guests, by location stockroom. Data shown as a bar chart.
    Average Service Time by Location Average time it takes to close an interaction, by location. Time average shown as a spline by month.
    Average Wait Time by Location Average time a walk-up guest waits for service, by location. Data shown as a bar chart.