Walk-up Experience queue and interaction management

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Walk-up Experience Queue and Interaction Management

    The Walk-up Experience allows managers and technicians to efficiently handle walk-up location queues and interaction demands. Technicians can access Agent Workspace to manage their assigned walk-up interactions and fulfill requests effectively.

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    Key Features

    • Agent Workspace Access: Technicians can view their personal inbox with assignments from various service channels, including walk-up interactions.
    • Interaction Management: Technicians can work on multiple interactions simultaneously, promote them to cases, and manually select requestors from the queue.
    • Agent Assist: This feature aids in expediting fulfillment processes.
    • Queue and Appointment Management: Technicians can view assigned interactions, scheduled appointments, and modify or reassign walk-up interactions as needed.

    Key Outcomes

    By utilizing the Walk-up Experience, technicians can efficiently manage interactions on a first-come-first-served basis, thanks to the automated distribution of assignments based on predefined rules. This enhances the overall service delivery and allows for quicker resolution of issues, ensuring that customer needs are met promptly.

    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.

    As a Technician you can access Agent Workspace to manage a walk-up interaction. Using Agent Workspace you can:
    • 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.

    With Agent Workspace, 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 Agent Workspace when an issue is not resolved at the walk-up location.

    Walk-up Experience also includes a Technician module in the application navigator where agents supporting a walk-up queue can perform the following actions:
    • 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 Agent Workspace under Walk-up:

    Table 1. CSM Walk-up Experience technician applications
    UI view and application Description

    Platform: My Walk-up Inbox

    Agent Workspace: Inbox    		 View walk-up interactions assigned to you in your personal inbox on Agent Workspace. Advanced Work Assignment pushes interactions to your inbox according to assignment rule configurations.

    Platform: My Walk-up Locations

    Agent Workspace: Walk-up Locations    		 View walk-up queue locations that you are assigned to support by physical address.

    Platform and Agent 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 Agent 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 Agent Workspace: Closed Walk-ups

    		 View all closed walk-up interactions. Closed interactions have either a Closed Complete or Closed Abandoned state.

    Platform: Scheduled Appointments

    Agent Workspace: Appointments    		 View all upcoming appointments scheduled for your walk-up queue.