Walk-up Experience queue and interaction management
Summarize
Summary of Walk-up Experience queue and interaction management
The Walk-up Experience in ServiceNow Yokohama release enables managers and technicians to efficiently handle all aspects of walk-up location queues and interaction demands. It provides a centralized platform where technicians can manage assigned walk-up locations and interactions for effective fulfillment.
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Technicians use the CSM Configurable Workspace to access and manage walk-up interactions, allowing them to work on multiple interactions concurrently, promote interactions to cases, and expedite fulfillment with Agent Assist. Interactions are distributed to technicians’ personal inboxes through Advanced Work Assignment rules, typically following a first-come-first-served approach.
Key Features
- Personal Inbox: Technicians receive walk-up interactions from multiple service channels automatically into a personal inbox in CSM Configurable Workspace.
- Concurrent Interaction Management: Ability to handle multiple interactions at once and manually select specific interactions from the queue.
- Case Promotion: Technicians can create and open cases directly when issues cannot be resolved on-site.
- Agent Workspace Integration: Provides seamless access to walk-up interactions and cases within a unified workspace.
- Technician Module: Includes functionalities such as viewing assigned interactions, reassigning or modifying interactions, viewing scheduled appointments, and transferring interactions among technicians or queue locations.
- Walk-up Queue Location Management: Technicians can view and support assigned physical walk-up queue locations.
Technician Applications Included
- My Walk-up Inbox: Displays assigned walk-up interactions pushed automatically based on assignment rules.
- My Walk-up Locations: Shows physical walk-up queue locations assigned to the technician.
- My Assigned Walk-ups: Lists interactions currently assigned and in progress for resolution.
- Open - Unassigned: Provides visibility into all new, queued, or in-progress walk-up interactions not yet assigned.
- Closed Walk-ups: Shows all completed or abandoned walk-up interactions.
- Scheduled Appointments: Displays all upcoming appointments scheduled for the technician’s walk-up queues.
Practical Benefits for ServiceNow Customers
This solution streamlines walk-up service delivery by organizing interaction queues and improving technician workload management through automated assignments and a consolidated workspace. It enhances responsiveness, enables flexible interaction handling, and supports case creation on the spot, which improves customer satisfaction at physical service locations.
ServiceNow customers can expect increased efficiency in managing walk-up interactions, better visibility into queue statuses, and improved technician collaboration and resource utilization across multiple walk-up locations.
Walk-up Experience managers and technicians can efficiently manage all aspects of a walk-up location queue and interaction demand. Technicians can view assigned walk-up locations and interactions for walk-up fulfillment.
Walk-up Experience provides technicians with inclusive fulfiller resources to organize and manage a walk-up queue.
- Access a personal inbox to view work assigned from multiple service channels, including the Walk-up Service Channel.
- Get assignments automatically pushed to your inbox from the walk-up interaction queue.
- Work on concurrent or multiple interactions at the same time.
- Promote interactions to cases.
- 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.
- Create cases for interactions
- Manually pick an interaction specific to a requestor
- Use Agent Assist to expedite fulfillment.
As a technician you can typically fulfill interactions on a first-come-first-served basis as interactions are pushed to individual walk-up inbox. Interactions are distributed to the walk-up agent inbox based on assignment rule configurations in the Advanced Work Assignment feature.
Technicians can directly open cases in CSM Configurable Workspace when an issue is not resolved at the walk-up location.
- Access the 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.
- Transfer walk-up interactions to other technicians or queue locations when necessary.
The following applications are included in the platform Technician module of the CSM Walk-up Experience navigation bar as well as viewed in the CSM Configurable Workspace under Walk-up:
| UI view and application | Description |
|---|---|
Platform: My Walk-up Inbox CSM Configurable Workspace: Inbox |
View walk-up interactions assigned to you in your personal inbox in CSM Configurable Workspace. Advanced Work Assignment pushes interactions to your inbox according to assignment rule configurations. |
Platform: My Walk-up Locations CSM Configurable Workspace: Walk-up Locations |
View walk-up queue locations that you are assigned to support by physical address. |
Platform and CSM Configurable Workspace: My Assigned Walk-ups |
View walk-up interactions you are assigned to resolve or fulfill. These interactions have a Work in Progress state. You can also see your assigned interactions in your personal inbox on Agent Workspace. |
Platform and CSM Configurable Workspace: Open - Unassigned |
View all open and unassigned walk-up interactions for your queue locations. These interactions have either a New, Queued, or Work in Progress state. |
Platform and CSM Configurable Workspace: Closed Walk-ups |
View all closed walk-up interactions. Closed interactions have either a Closed Complete or Closed Abandoned state. |
Platform: Scheduled Appointments CSM Configurable Workspace: Appointments |
View all upcoming appointments scheduled for your walk-up queue. |