Home New York IT Service Management IT Service Management Walk-up Experience Walk-up Experience queue and interaction management Manage Walk-up Experience interactions manually

Manage Walk-up Experience interactions manually

Technicians supporting walk-up locations can manually manage queue requests with several Walk-up Experience interaction-related modules.

Before you begin

Role required: sn_walkup.walkup_technician

About this task

Manage interactions manually using the Walk-up Experience Technician modules found in the application navigator. To manage automatically assigned interactions from the Agent Workspace inbox, refer to Manage automatically assigned Walk-up Experience interactions.

Walk-up queues support guests in the order that they check into the queue — first come, first served. Technicians supporting the queue can decide who will work the first interaction. As new guests enter the queue and submit interactions, technicians share the workload, assigning queued interactions to themselves.

Certain guests are considered VIPs. The system recognizes this when they check into the queue. An interaction for a VIP shows true for VIP in the Interactions list. Technicians can move VIP guests to the front of the queue by assisting them first.

View walk-up queue interactions using several Walk-up Experience modules:

Table 1. Walk-up Experience interaction modules
Module	Description
My Assigned Walk-ups	Interactions you assign to yourself when you accept an active interaction or that are assigned to you. Agents assign interactions to themselves when they accept a queued interaction. Managers can assign interactions to specific agents. These interactions are in a Work in Progress state. Once assigned, an agent can transfer the interaction to another agent or queue to complete the work, if necessary.
Open — Unassigned	All open but unassigned interactions associated with your specific walk-up queue location. When a guest checks into a walk-up queue, an interaction is created. The interaction is Queued until an agent accepts it or is assigned the interaction. At that point, the state changes to Work in Progress.
Closed Walk-ups	All Closed Complete and Closed Abandoned interactions assigned to a specific walk-up location queue. Agents can abandon an interaction when a guest leaves the queue before receiving support.

Procedure

To begin supporting a walk-up queue guest, navigate to > Walk-up Experience > > Technician > Opened - Unassigned.
The Interactions list opens.
Find the guest name under the Opened for column of the Interactions list.
Click the interaction Number associated with the guest.
The Walk-up Interaction form opens with details about the issue or request.
Enter your name in the Assigned to field on the form, change the State to Work in Progress, and click Update.
1. To close an interaction if the guest has left the queue, click Abandon in the form header or choose Closed Abandoned from the State form field and click Update
2. Alternatively, you can associate the interaction with another record by clicking the Associate Record button in the interaction header.
To resolve the interaction, navigate to Walk-up Experience > Technician > My Assigned Walk-ups.
Click the interaction number from the list to open the Walk-up Interaction form.
Resolve the issue or fulfill the request.
1. Change the interaction status to On Hold if the requester is not present for an appointment or if the interaction entails a lengthy process, for example, an OS upgrade.
2. To view the walk-up location stockroom for fulfillment requests, click the Stockroom Consumables related link.
3. If you cannot resolve the issue or fulfill the request, click either the Create Incident or Create Request related link to create an incident or access the Service Catalog.
When you create an associated incident or request through the Service Catalog, the associated related lists on the form populate accordingly. Related lists include the following details:
- Incidents for Interaction: Incidents associated with the interaction
- Requests for Interaction: Service Catalog requests associated with the interaction
- Incidents by Same Caller: Incidents created for a walk-up guest
- Requests by Same Caller: Requests created for a walk-up guest
When you are finished resolving the interaction, change the interaction State to Closed Complete and click Update to update the interaction. Alternatively, you can click Close to complete the interaction.

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Manage Walk-up Experience interactions manually

Technicians supporting walk-up locations can manually manage queue requests with several Walk-up Experience interaction-related modules.

Before you begin

Role required: sn_walkup.walkup_technician

About this task

View walk-up queue interactions using several Walk-up Experience modules:

Table 1. Walk-up Experience interaction modules
Module	Description
My Assigned Walk-ups	Interactions you assign to yourself when you accept an active interaction or that are assigned to you. Agents assign interactions to themselves when they accept a queued interaction. Managers can assign interactions to specific agents. These interactions are in a Work in Progress state. Once assigned, an agent can transfer the interaction to another agent or queue to complete the work, if necessary.
Open — Unassigned	All open but unassigned interactions associated with your specific walk-up queue location. When a guest checks into a walk-up queue, an interaction is created. The interaction is Queued until an agent accepts it or is assigned the interaction. At that point, the state changes to Work in Progress.
Closed Walk-ups	All Closed Complete and Closed Abandoned interactions assigned to a specific walk-up location queue. Agents can abandon an interaction when a guest leaves the queue before receiving support.

Procedure

To begin supporting a walk-up queue guest, navigate to > Walk-up Experience > > Technician > Opened - Unassigned.
The Interactions list opens.
Find the guest name under the Opened for column of the Interactions list.
Click the interaction Number associated with the guest.
The Walk-up Interaction form opens with details about the issue or request.
Enter your name in the Assigned to field on the form, change the State to Work in Progress, and click Update.
1. To close an interaction if the guest has left the queue, click Abandon in the form header or choose Closed Abandoned from the State form field and click Update
2. Alternatively, you can associate the interaction with another record by clicking the Associate Record button in the interaction header.
To resolve the interaction, navigate to Walk-up Experience > Technician > My Assigned Walk-ups.
Click the interaction number from the list to open the Walk-up Interaction form.
Resolve the issue or fulfill the request.
1. Change the interaction status to On Hold if the requester is not present for an appointment or if the interaction entails a lengthy process, for example, an OS upgrade.
2. To view the walk-up location stockroom for fulfillment requests, click the Stockroom Consumables related link.
3. If you cannot resolve the issue or fulfill the request, click either the Create Incident or Create Request related link to create an incident or access the Service Catalog.
When you create an associated incident or request through the Service Catalog, the associated related lists on the form populate accordingly. Related lists include the following details:
- Incidents for Interaction: Incidents associated with the interaction
- Requests for Interaction: Service Catalog requests associated with the interaction
- Incidents by Same Caller: Incidents created for a walk-up guest
- Requests by Same Caller: Requests created for a walk-up guest
When you are finished resolving the interaction, change the interaction State to Closed Complete and click Update to update the interaction. Alternatively, you can click Close to complete the interaction.

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