Manage Walk-up Experience queue and interaction

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Manage Walk-up Experience queue and interaction

    Walk-up Experience enables managers and agents to efficiently handle all aspects of walk-up location queues and interactions within ServiceNow. Agents primarily use Agent Workspace to manage their assigned walk-up locations, interactions, and stockrooms for fulfilling walk-up requests. This capability streamlines queue management, assignment, and fulfillment activities to enhance service delivery at walk-up locations.

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    Key Features

    • Agent Workspace Inbox: Agents receive walk-up interactions automatically assigned based on Advanced Work Assignment rules, allowing multi-channel work management and concurrent handling of multiple interactions.
    • Interaction Management: Agents can pull requests from anywhere in the queue, promote interactions to incidents or service requests, and transfer interactions to other agents or queues as needed.
    • Stockroom Access: Agents can view and access local stockrooms tied to walk-up locations to fulfill hardware or software requests, monitoring inventory and notifying asset managers when supplies run low.
    • Agent Assist Integration: This feature expedites incident and request fulfillment directly within Agent Workspace.
    • Appointment Management: Agents and managers can view and manage scheduled walk-up appointments to anticipate workload and optimize staffing.
    • Agent Module Applications: Includes personal inbox, stockroom view, assigned locations, open/unassigned interactions, closed interactions, and scheduled appointments accessible both from the Agent Workspace and application navigator.

    Practical Benefits for ServiceNow Customers

    • Streamlines walk-up queue handling by automatically routing interactions to the appropriate agents, improving response times and service quality.
    • Empowers agents to efficiently manage multiple interactions simultaneously and escalate or create new incidents and requests when necessary.
    • Enhances asset fulfillment by linking stockroom inventories directly to walk-up interactions, reducing delays in providing hardware and software.
    • Supports proactive staffing and workload management through appointment visibility, enabling better resource allocation at walk-up locations.
    • Provides a unified interface in Agent Workspace for all walk-up related activities, simplifying agent workflows and improving productivity.

    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, see Service Operations Workspace and Advanced Work Assignment.