Product documentation Docs
    • English
    • Deutsch
    • 日本語
    • 한국어
    • Français
  • More Sites
    • Now Community
    • Developer Site
    • Knowledge Base
    • Product Information
    • ServiceNow.com
    • Training
    • Customer Success Center
    • ServiceNow Support Videos
  • Log in

Product documentation

  • Home
How search works:
  • Punctuation and capital letters are ignored
  • Special characters like underscores (_) are removed
  • Known synonyms are applied
  • The most relevant topics (based on weighting and matching to search terms) are listed first in search results
Topics are ranked in search results by how closely they match your search terms
  • A match on the entire phrase you typed
  • A match on part of the phrase you typed
  • A match on ALL of the terms in the phrase you typed
  • A match on ANY of the terms in the phrase you typed

Note: Matches in titles are always highly ranked.

  • Release version
    Table of Contents
    • IT Service Management
Table of Contents
Choose your release version
    Home New York IT Service Management IT Service Management Walk-up Experience Walk-up Experience dashboard overview

    Walk-up Experience dashboard overview

    • Save as PDF Selected topic Topic & subtopics All topics in contents
    • Unsubscribe Log in to subscribe to topics and get notified when content changes.
    • Share this page

    Walk-up Experience dashboard overview

    The Walk-up Experience dashboard and reporting module provides basic high-level reporting on incident and request types, record volume, average wait and service times, assignments by technician and location, and more. By viewing the dashboard, IT managers can quickly understand the walk-up location operations and can report performance data to upper management.

    To view the Walk-up Experience dashboard you must be assigned one of the following roles:
    • sn_walkup.walkup_manager
    • sn_walkup.walkup_admin
    • admin

    Access the dashboard by navigating to Walk-up Experience > Dashboard. To view detailed information, hover over any report graphic. You can save graphs as PNG or JPEG files to attach to emails or include in reporting presentations. All graphs can be refreshed for the latest data.

    Dashboard report graphic Description
    Completed Walk-ups for the Quarter Total number of records created during the fiscal business quarter. Volume shown as a single score.
    Exit Survey CSAT for this Year Speedometer showing the average customer satisfaction sentiment (1 to 3) during the exit survey for the current calendar year.
    Overall CSAT within Last Year Speedometer showing the average customer satisfaction sentiment (1 to 5) captured by the email survey within the last year (364 days from current date).
    Walk-ups by Location within Last Year Total number of walk-up interactions, by location within the last year (364 days from current date). Volume shown as a spline distributed by month.
    Walk-up Interactions with Incidents by Location within Last Year Total number of walk-up incidents, by location within the last year (364 days from current date). Volume shown as a spline distributed by month.
    Walk-up Interactions with Requests by Location within Last Year Total number of walk-up requests, by location within the last year (364 days from current date). Volume shown as a spline distributed by month.
    Walk-up Reasons by Location within Last Year Reasons for visiting the walk-up queue, by location within the last year (364 days from current date). Data shown as a bar chart.
    Walk-ups by Day of the Week Total number of walk-up interactions per day during the course of a week, by location. Data shown as a bar chart.
    Walk-ups by Hour Total number of walk-up interactions, by hour and by location. Data shown as a bar chart.
    Walk-up Consumables Total number of assets consumed by walk-up guests, by location stockroom. Data shown as a bar chart.
    Average Service Time by Location Average time it takes to close an interaction, by location. Time average shown as a spline by month.
    Average Wait Time by Location Average time a walk-up guest waits for service, by location. Data shown as a bar chart.

    For more information about viewing and using dashboards, see Out-of-the-box Performance Analytics Solutions.

    Tags:

    Feedback
    On this page

    Previous topic

    Next topic

    • Contact Us
    • Careers
    • Terms of Use
    • Privacy Statement
    • Sitemap
    • © ServiceNow. All rights reserved.

    Release version
    Choose your release version

      Walk-up Experience dashboard overview

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Walk-up Experience dashboard overview

      The Walk-up Experience dashboard and reporting module provides basic high-level reporting on incident and request types, record volume, average wait and service times, assignments by technician and location, and more. By viewing the dashboard, IT managers can quickly understand the walk-up location operations and can report performance data to upper management.

      To view the Walk-up Experience dashboard you must be assigned one of the following roles:
      • sn_walkup.walkup_manager
      • sn_walkup.walkup_admin
      • admin

      Access the dashboard by navigating to Walk-up Experience > Dashboard. To view detailed information, hover over any report graphic. You can save graphs as PNG or JPEG files to attach to emails or include in reporting presentations. All graphs can be refreshed for the latest data.

      Dashboard report graphic Description
      Completed Walk-ups for the Quarter Total number of records created during the fiscal business quarter. Volume shown as a single score.
      Exit Survey CSAT for this Year Speedometer showing the average customer satisfaction sentiment (1 to 3) during the exit survey for the current calendar year.
      Overall CSAT within Last Year Speedometer showing the average customer satisfaction sentiment (1 to 5) captured by the email survey within the last year (364 days from current date).
      Walk-ups by Location within Last Year Total number of walk-up interactions, by location within the last year (364 days from current date). Volume shown as a spline distributed by month.
      Walk-up Interactions with Incidents by Location within Last Year Total number of walk-up incidents, by location within the last year (364 days from current date). Volume shown as a spline distributed by month.
      Walk-up Interactions with Requests by Location within Last Year Total number of walk-up requests, by location within the last year (364 days from current date). Volume shown as a spline distributed by month.
      Walk-up Reasons by Location within Last Year Reasons for visiting the walk-up queue, by location within the last year (364 days from current date). Data shown as a bar chart.
      Walk-ups by Day of the Week Total number of walk-up interactions per day during the course of a week, by location. Data shown as a bar chart.
      Walk-ups by Hour Total number of walk-up interactions, by hour and by location. Data shown as a bar chart.
      Walk-up Consumables Total number of assets consumed by walk-up guests, by location stockroom. Data shown as a bar chart.
      Average Service Time by Location Average time it takes to close an interaction, by location. Time average shown as a spline by month.
      Average Wait Time by Location Average time a walk-up guest waits for service, by location. Data shown as a bar chart.

      For more information about viewing and using dashboards, see Out-of-the-box Performance Analytics Solutions.

      Tags:

      Feedback

          Share this page

          Got it! Feel free to add a comment
          To share your product suggestions, visit the Idea Portal.
          Please let us know how to improve this content

          Check any that apply

          To share your product suggestions, visit the Idea Portal.
          Confirm

          We were unable to find "Coaching" in Jakarta. Would you like to search instead?

          No Yes
          • Contact Us
          • Careers
          • Terms of Use
          • Privacy Statement
          • Sitemap
          • © ServiceNow. All rights reserved.

          Subscribe Subscribed Unsubscribe Last updated: Tags: January February March April May June July August September October November December No Results Found Versions Search preferences successfully updated My release version successfully updated My release version successfully deleted An error has occurred. Please try again later. You have been unsubscribed from all topics. You are now subscribed to and will receive notifications if any changes are made to this page. You have been unsubscribed from this content Thank you for your feedback. Form temporarily unavailable. Please try again or contact  docfeedback@servicenow.com  to submit your comments. The topic you requested does not exist in the release. You were redirected to a related topic instead. The available release versions for this topic are listed There is no specific version for this documentation. Explore products Click to go to the page. Release notes and upgrades Click to open the dropdown menu. Delete Remove No selected version Reset This field is required You are already subscribed to this topic Attach screenshot The file you uploaded exceeds the allowed file size of 20MB. Please try again with a smaller file. Please complete the reCAPTCHA step to attach a screenshot
          Log in to personalize your search results and subscribe to topics
          No, thanks Login