View and manage Walk-up Experience appointments from application navigator
Viewing upcoming scheduled Walk-up Experience appointments provides technicians with an estimate of future queue demand and workload. Managers can view future appointments and adjust staffing at walk-up queue locations to best support demand.
Before you begin
Role required: sn_walkup.walkup_technician
About this task
Agents and managers can view and manage scheduled walk-up appointments from Walk-up Experience in the application navigator, or left navigation bar.
Note: Primary access is through Agent Workspace for all Walk-up Experience related information, including scheduled appointments.
Upcoming appointments also display with a small calendar icon next to the user name on the on-site walk-up location queue wall monitor. The user with an appointment appears on the monitor a short time before the appointment is scheduled to begin.
Procedure
Navigate to All > Walk-up Experience > Agent > Scheduled Appointments.
all walk-up appointments scheduled for the upcoming 14 days display.
Select an appointment number to view the details, such as the requester name, the interaction number and description, and the appointment time.
- If desired, to preview the associated interaction details, click the preview record icon
record icon next to the appointment number.
2. To begin working on the interaction, click **Accept appointment** on the **Walk-up Appointment** form.
If necessary, you can assign the appointment to an agent and add work notes.
If a significant time has passed and the requester does not show up for the appointment, you can delete the appointment by selecting **delete**.
3. Select **Update** to save any changes you make to the interaction form.
Parent Topic:Manage Walk-up Experience queue and interaction