Configuring Walk-up Experience

Customize your Walk-up Experience portal and configure appointments, notifications, walk-up venue locations, associated stockrooms, customer satisfaction surveys, and hours of operation to meet your required needs.

Walk-up Experience includes associated notifications to alert requesters when the location is closed or when an interaction is assigned to an agent. Pre-built customer satisfaction surveys capture user sentiment about the experience. Also included are several configurable tables for customizing your walk-up portal and service center experience. You can configure and specify the following features for your experience:

• Configure an online check-in channel for requesters to join a walk-up queue before physically arriving at the walk-up location.
• Access the pre-built Walk-up online check-in Experience widget for use in your Service Portal. Make minor label changes directly in the widget without customizing through the code.
• Configure the physical walk-up location queue information to manage and administer the walk-up service centers.
• Establish walk-up locations, set hours of operation, enable online check-in, determine assignment groups, associate stockrooms, as well as design the queue time display and position notification system.
• Configure reasons for visits to a walk-up queue by location.
• Add a logo and brand your portal and walk-up location to fit your style.
• Access location-specific branding elements, such as logo images, for walk-up queues. These configuration options are found in the Walk-up Location Queue [wu_location_queue] table.

The following applications are included in the Administration module of the Walk-up Experience navigation bar:

Table 1. Walk-up Experience administration applications

Application	Description
Portal Configurations	Create and modify custom Walk-up Experience online and on-site service portals.
Notifications	Access and configure alerts that keep requesters and agents informed of events that concern them.
Appointment Configurations	Create service configurations for individual walk-up queue locations. You can configure schedules, number of appointments allowed per day, how far in the future requesters can book appointments, and more.
Walk-up Locations	Create walk-up location queues with custom schedules, assignment groups, average wait time, and more.
Schedules	View, create, or modify walk-up venue schedules, such as 8-5 weekdays, and associate them to the walk-up location queues.
Walk-up Stockrooms	Establish walk-up venue stockrooms by location and specify available consumables.
Surveys	Access customer satisfaction surveys and enable public access to the surveys, set survey trigger conditions, and view requester responses.

• Configure the Walk-up Experience portal
  Create engaging walk-up center service portals featuring your logo, portal theme, desired catalog, links to a knowledge base and social community, and more.
• Enable Self-Service online check-in for Walk-up Experience
  Show or hide the Walk-up Experience online Walk-up Check-in module under Self-Service in the application navigator. You can enable or disable the module using the basic platform menu or module enablement process.
• Configure Walk-up Experience online check-in icon to appear on Service Portal
  Requesters can check into a walk-up location online via the Service Portal. You can edit the Service Portal Home page to replace the general IT Get Help support icon link with the Walk-up Experience online check-in support icon link.
• Configure Walk-up Experience service channel
  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.
• Create or modify Walk-up Experience notifications
  Create and use Walk-up Experience notifications to keep requesters informed of queue events that concern them. The system can notify users by email, SMS text message, or push notification to a mobile device.
• Create or modify Walk-up Experience schedules
  Once you know the hours of operation for your Walk-up Experience location, you can either access the base-system default schedules or create new schedules to associate with your walk-up location.
• Walk-up Experience appointment booking
  With the Walk-up Experience appointment booking feature, walk-up users can view available appointment windows, make a selection, and book an appointment for a walk-up location using online Walk-up Check-in feature. Walk-up agents can also book appointments on behalf of customers.
• Create or modify a Walk-up Experience stockroom
  Create stockrooms and assign assets and groups specifically for your walk-up location. Walk-up stockrooms contain common assets that visitors to the walk-up location will typically request, such as a computer mouse, monitors, and cables. The walk-up location stockroom should be easily accessible to your walk-up location for fast request fulfillment.
• Configuring maximum multiple appointments
  Enhance Walk-up Experience service experience by helping requesters to book multiple appointments simultaneously. You can configure the location to accept multiple bookings and also decide the maximum number of appointments a requester can book at a location.
• Configure appointment type
  Support requesters in-person and virtually and assist them through remote appointment.
• Create a kiosk at a location
  Create a kiosk to provide specialized services to the requesters. Support a Walk-up location with multiple kiosks to address issues of the requesters seamlessly.
• Create or modify Walk-up Experience locations
  Create or customize the predefined Walk-up Experience location. Walk-up Experience locations contain all the information about the walk-up support venue. You can define the way each location or support venue works.
• Skill-based routing in Walk-up Experience
  Route work items to assigned groups. Use skill-based routing to ensure that the right work goes to the right agent depending on the walk-up reasons.
• Walk-up Experience customer satisfaction surveys
  With Walk-up Experience surveys, requesters can rate their satisfaction with walk-up location interactions and provide feedback to improve the Walk-up Experience application.
• Remove a Walk-up Experience location
  If you permanently close down a physical Walk-up Experience location, you can also remove the location from the Walk-up Location Queues table.