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

    Walk-up Experience allows managers and agents to efficiently oversee walk-up location queues and interactions. Through Agent Workspace, agents can manage their assigned walk-up locations, view interactions, and access stockrooms necessary for fulfilling requests. This system enhances organization and streamlines request handling for walk-up services.

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    Key Features

    • Agent Workspace Access: Agents can access a personal inbox for managing requests from various service channels, including the Walk-up Service Channel.
    • Automated Assignments: Walk-up interactions are automatically pushed to agents' inboxes based on Advanced Work Assignment configurations.
    • Concurrent Interaction Management: Agents can handle multiple interactions simultaneously and promote them to incidents or requests as needed.
    • Agent Module Actions: Agents can view assigned interactions, manage appointments, and directly create incidents or requests as necessary.
    • Stockroom Access: Agents can view available assets and fulfill requests from local stockrooms.
    • Agent Assist Feature: This feature helps expedite incident and request fulfillment.

    Key Outcomes

    By leveraging Walk-up Experience, agents can effectively manage walk-up queues, streamline service delivery, and improve customer satisfaction. The ability to monitor stockroom inventory and manage upcoming appointments also enables better staffing and resource allocation, ensuring that demand is met efficiently.

    Walk-up Experience managers and agents can efficiently manage all aspects of a walk-up location queue and interactions. Agents can view assigned walk-up locations, interactions, and associated stockrooms used for fulfilling the walk-up requests.

    Walk-up Experience helps the agents to organize and manage walk-up queues.

    Agents primarily access Agent Workspace to manage requests. Using Agent Workspace the agents can do the following activities.
    • Access personal inbox to view work assigned from multiple service channels, including the Walk-up Service Channel.
    • Get assignments automatically pushed to the inbox from the walk-up interaction queue.
    • Work on concurrent or multiple interactions at the same time.
    • Promote interactions to incidents or requests.
    • 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.
    • Use Agent Assist to expedite fulfillment.

    With Agent Workspace, the agents can fulfill interactions on a first-come-first-served basis as interactions are pushed to individual walk-up inboxes. Interactions are distributed to walk-up agent inboxes based on assignment rule configurations in the Advanced Work Assignment feature.

    The agents can directly open incidents in Agent Workspace when an issue is not resolved at the walk-up location. Agents can also directly create a request for hardware or software through the Service Catalog when an asset is not available at the walk-up location stockroom.

    Walk-up Experience also includes Agent module in the application navigator where agents supporting a walk-up location can perform the following actions.
    • Access 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.
    • View available assets and fulfill requests from a local stockroom.
    • Create incidents and requests when necessary.
    • Transfer walk-up interactions to other agents or queue locations when necessary.

    The following applications are included in the Agent module of the Walk-up Experience navigation bar as well as viewed in the Agent Workspace Walk-up Experience interface:

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

    Platform: My Walk-up Inbox

    Agent Workspace: Inbox    		 Walk-up interactions assigned to you in on Agent Workspace. Interactions are pushed to your inbox according to assignment rule configurations in the Advanced Work Assignment feature.

    Platform: My Walk-up Stockrooms

    Agent Workspace: My Stockrooms    		 Stockrooms and assets associated with the walk-up queue locations you support.

    Platform: My Walk-up Locations

    Agent Workspace: Walk-up Locations    		 Walk-up locations that you are assigned to.

    Platform and Agent Workspace: My Assigned Walk-ups

    		 Walk-up interactions you are assigned to resolve or fulfill. These interactions have a Work in Progress state.

    Platform and Agent Workspace: Open - Unassigned

    		 List of all open and unassigned walk-up interactions for your locations. These interactions have either a New, Queued, or Work in Progress state.

    Platform and Agent Workspace: Closed Walk-ups

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

    Platform: Scheduled Appointments

    Agent Workspace: Appointments    		 All upcoming appointments scheduled for your walk-up location.

    For more information on Agent Workspace and Advanced Work Assignment, see Agent Workspace and Advanced Work Assignment.