Walk-up Experience locations contain all the information about the physical walk-up support venue. Easily configure Walk-up Experience to serve all users in your organization by using an inclusive branding, such as Tech Lounge, Service Center, Genius Bar, and more. You can configure schedules, assignment groups, associate stockrooms, and both management and administrative information for your walk-up location. Specify reasons-for-visit options and configure how interactions display for each walk-up location.

1. Navigate to Walk-up Experience > Administration > Walk-up Locations.
2. To modify an existing walk-up location, click the name of the walk-up location queue. Otherwise, click New to create a walk-up location.
   The Walk-up Location Queue form opens.
3. Complete the form.

   Fields	Description
   Name	Provide a detailed name for the location, such as the city or building it is located at.
   Description	Provide a description of the location, if desired.
   Schedule	Select a schedule for operation days and hours.
   Appointment Booking	Add and configure an appointment booking schedule for the walk-up location.
   Service channel	Search for and choose the Walk-up service channel.
   Define condition here	Select whether or not to automatically route work items to this queue using a condition.
   Condition mode	Choose either Simple mode or Advanced mode to automatically route work to the queue. Simple mode is the default. With simple mode you can select from pre-built conditions. For example, select Location is X [search and select location]. With advanced mode you can provide your own scripting and code.
   Work item routing condition	Configure and specify who will provide customer support at a walk-up location. Location is determined by physical address.
   Active	Check to make this queue location active.
   Enable away state	Check to allow an away state.
   Away message	Specify a display message for when the location is temporarily closed. This is for hours other than the scheduled closed times.
   Stockroom	Select a stockroom to supply assets for the location.
   Location	Select the physical address of your location.
   Location image	Click to add an image of your location. For example, this can be an image of the city or building where the walk-up location is located.

4. Click the Management tab to complete the Management section of the form.

   Fields	Description
   Position notification	Select the queue position that triggers a notification to visitors when they are close to being assisted at the location. For example, when a visitor is third in line to be assisted.
   Last check-in	Specify the last available check-in time in minutes. For example, 30 minutes before closing.
   Enable online check-in	Allow visitors to check in to the location remotely from a laptop or mobile phone.
   Hold time	Enter an amount of time, in minutes, that you want to put an interaction on hold before attempting to route it again to a technician. For example, entering 5 will put the interaction on hold for 5 minutes before rerouting.
   Name configuration	Select a name configuration to display visitor information on the onsite queue TV monitor and online check-in screen. The first name will always display. However, you can show first and last name, first name with last name initial only, or first name only.
   Appointment routing time	Enter the number of minutes before a scheduled appointment that you want the interaction routed to a technician's inbox. For example, 15.
   Hold Time	Enter an amount of time, in minutes, that you want to put an interaction on hold before attempting to route it again to a technician. For example, entering 5 will put the interaction on hold for 5 minutes before rerouting.

5. Click the Administration tab to complete the Administration section of the form.

   Fields	Description
   Queue time display	Chose from None, Check-in time, or Time waited to be displayed on the location wall monitor.
   Queue message	Specify a welcome message for your location wall monitor.
   Check-in greeting	Create a check-in message to guide visitors to sign into the queue at the designated check-in monitor.
   Closed message	Create a message to alert visitors that it is outside the hours of operation and the location is closed.
   Closed phone number	Select your country from the drop-down menu to display the IT phone number.
   Closed record producer	Search for and select a record producer to display and link to during closed hours, such as Create incident.
   Closed image	Click to add an image indicating the walk-up location is closed. The image displays on the wall monitor to alert walk-in visitors that the location is closed.
   Max search results	Specify how many search results to provide for contextual searches.
   Contextual search config	Configure which search context will provide results at the location.
   Enable unregistered user entry	Check to allow users who do not have a user name in the system to check in to the location for support. For example, guests visiting the location (opposed to employees).
   Enable lookup user entry	Check so that when users begin typing their names they can quickly see and select their names from a list.
   Enable technician info	Check to allow the display of available technician names on the location wall monitor.
   Enable technician avatar	Check to allow the display of technician avatars on the location wall monitor.
   Header logo	Click to add a header logo. The header logo is location specific. If no logo is specified, by default, the Walk-up Portal logo is used.
   Queue logo	Click to add a logo for the designated walk-up location wall monitor. Design this logo to work correctly with a black background. If no logo is specified for the queue, by default, the Header logo is used. If no Header logo is specified, the Walk-up Portal logo is used.

6. Right-click in the form header and select Save.
   Several tabs appear.

   • Interactions
   • Walk-up Appointments
   • Reasons for Visit
   • Assignment Eligibility
   • Work Item Sort Order
7. Click the Interactions tab to view interactions or configure how the walk-up Interactions list should display. You can use the filter icon () and the personalize list icon () to modify.
8. Click the Walk-up Appointments tab to view appointments or configure how the Walk-up Appointments list should display. You can use the filter icon () and the personalize list icon () to modify.
9. Click the Reasons for Visit tab to view, modify, or create a reason for visit option.
   The base system includes three active reasons:

   • I need something
   • Something is not working
   • Other
10. Click the Assignment Eligibility tab to view, modify, or create an assignment rule for your walk-up queue locations. Assignment rules are configured in the Advanced Work Assignment product.
11. Click the Work Item Sort Order tab to view, modify, or create an Work Item Sort Orders for your walk-up queue locations.
12. Click Update to save the new or modified location queue.