Manage your Walk-up interactions and queues in Service Operations Workspace.

As a Walk-up agent, you can use Service Operations Workspace to manage your assigned walk-up interactions. You can open incidents when an issue is not resolved at the walk-up location. You 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.

As a Walk-up agent, you can do the following activities.
  • Access personal inbox to view Walk-up channel assignments.
  • Work on concurrent or multiple interactions at the same time.
  • Promote interactions to incidents or requests.
  • Randomly pull and work on a Walk-up interaction from the queue.
  • Use Agent Assist to expedite fulfillment.
  • View your assigned walk-up interactions, scheduled and upcoming appointments, walk-up locations and kiosks assigned to you.
  • View available assets and fulfill requests from a local stockroom.
  • Create incidents and requests when necessary.
  • Reassign, transfer, and modify walk-up interactions when necessary.
Table 1. Walk-up Experience lists
List itemDescription

My Stockrooms

Stockrooms and assets associated with the walk-up locations assigned to you.

Walk-up Locations

Walk-up locations assigned to you.

Location Kiosks

Available kiosks at a Walk-up location. Select a kiosk to check in.

My Assigned Walk-ups

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

Open- Unassigned

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

Closed Walk-ups

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

Appointments

All upcoming Walk-up appointments.

Exploring Walk-up interaction in Service Operations Workspace

Explore the various sections of a walk-up assignment.

Figure 1. Walk-up interaction record
Walk-up interaction record in SOW

Details tab

View details of a Walk-up interaction.
  • Walk-up Interaction: View details of the Walk-up interaction such as the number, state, Walk-up location, and the reason for Walk-up visit.
  • Compose: Write work notes for yourself.
  • Activity: View the activities performed on that record.
  • Record Information: View the information about the appointment.
  • Opened for: View the requester's information.
  • Source: View the source of the Walk-up interaction record.
    Note: The Source section appears only if a Walk-up appointment is created through an incident. For more details, view Create an appointment through incident

Related records tab

View details of the related records.

  • Related Tasks
  • User's Tasks