Manage Walk-up Experience queue and interactions
concept australia Updated Oct 29, 2026 4 min read use-walkup-to-manage-demand.md
Walk-up Experience managers and agents can manage all aspects of a walk-up location queue and interactions. Agents can view assigned walk-up locations, interactions, and associated stockrooms used for fulfilling the walk-up requests.
Walk-up Experience helps agents organize and manage walk-up queues.
To manage requests, agents access Service Operations Workspace (SOW) to perform the following activities.
- Access personal inbox to view work assigned from multiple service channels, including the Walk-up Service Channel.
- Get assignments pushed to the inbox from the walk-up interaction queue.
- Work on concurrent or multiple interactions at the same time.
- Promote interactions to incidents or requests.
- Work with any requester in the queue by pulling from anywhere in the queue list, including from the top of the list.
- Use Agent assist to expedite fulfillment.
With SOW, agents can fulfill interactions on a first-come-first-served basis as interactions are pushed to individual walk-up inboxes. Interactions are distributed to walk-up agent inboxes based on assignment rule configurations in the Advanced Work Assignment feature.
Agents can open incidents in SOW when an issue is not resolved at the walk-up location. Agents can also create a request for hardware or software through the Service Catalog when an asset is not available at the walk-up location stockroom.
Walk-up Experience also includes the Agent module in the application navigator where agents supporting a walk-up location can perform the following actions.
- Access personal walk-up inbox linking directly to the Service Operations Workspace.
- View assigned walk-up interactions.
- Reassign and modify walk-up interactions when necessary.
- View all scheduled and upcoming appointments.
- View walk-up queue locations.
- View available assets and fulfill requests from a local stockroom.
- Create incidents and requests when necessary.
- Transfer walk-up interactions to other agents or queue locations when necessary.
The following applications are included in the Agent module of the Service Operations Workspace navigation bar and can be viewed in the SOW Walk-up Experience interface.
|
UI view and application |
Description |
|---|---|
|
Platform: My Walk-up Inbox SOW: Inbox |
Walk-up interactions assigned to you in Service Operations Workspace. Interactions are pushed to your inbox according to assignment rule configurations in the Advanced Work Assignment feature. |
|
Platform: My Walk-up Stockrooms SOW: My Stockrooms |
Stockrooms and assets associated with the walk-up queue locations you support. |
|
Platform: My Walk-up Locations SOW: Walk-up Locations |
Walk-up locations that you are assigned to. |
|
Platform and SOW: My Assigned Walk-ups |
Walk-up interactions you are assigned to resolve or fulfill. These interactions have a Work in Progress state. |
|
Platform and SOW: Open - Unassigned |
List of all open and unassigned walk-up interactions for your locations. These interactions have either a New, Queued, or Work in Progress state. |
|
Platform and SOW: Closed Walk-ups |
All closed walk-up interactions. Closed interactions have either a Closed Complete or Closed Abandoned state. |
|
Platform: Scheduled Appointments SOW: Appointments |
All upcoming appointments scheduled for your walk-up location. |
- View Walk-up Experience inbox
View a personal inbox of automatically assigned Walk-up Experience interactions using the Agent Workspace feature interface. - View assigned Walk-up Experience locations
Walk-up Experience agents can view a list of the walk-up queues they are assigned to support. Locations queues reveal all the information an agent needs to know to operate the queue efficiently. - Manage automatically assigned Walk-up Experience interactions
The agents supporting Walk-up Experience locations can view and manage interactions automatically pushed to the Agent Workspace inbox. - Manage Walk-up Experience interactions manually
Agents supporting walk-up locations can manually manage queue requests with several Walk-up Experience interaction-related modules. - View Walk-up Experience location stockroom and assets
Agent supporting Walk-up Experience locations can view and access stockrooms to provide commonly requested hardware and software assets for walk-up queue guests. Stockroom inventory is defined by asset and inventory managers. Walk-up location agents can monitor inventory and alert asset and inventory managers when additional consumables are needed. - Use Agent Assist to expedite Walk-up Experience fulfillment
Walk-up Experience agents can use the Agent Assist feature in Agent Workspace to expedite incidents and requests. - View and manage Walk-up Experience appointments in Agent Workspace
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. - 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.
Parent Topic:Walk-up Experience
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--- title: Manage Walk-up Experience queue and interactions description: Walk-up Experience managers and agents can manage all aspects of a walk-up location queue and interactions. Agents can view assigned walk-up locations, interactions, and associated stockrooms used for fulfilling the walk-up requests. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/walk-up-experience/use-walkup-to-manage-demand.html release: australia product: Walk-Up Experience classification: walk-up-experience topic_type: concept last_updated: "2026-10-29" reading_time_minutes: 4 breadcrumb: [Walk-up Experience, IT Service Management] --- # Manage Walk-up Experience queue and interactions Walk-up Experience managers and agents can manage all aspects of a walk-up location queue and interactions. Agents can view assigned walk-up locations, interactions, and associated stockrooms used for fulfilling the walk-up requests. Walk-up Experience helps agents organize and manage walk-up queues. To manage requests, agents access Service Operations Workspace \(SOW\) to perform the following activities. - Access personal inbox to view work assigned from multiple service channels, including the Walk-up Service Channel. - Get assignments pushed to the inbox from the walk-up interaction queue. - Work on concurrent or multiple interactions at the same time. - Promote interactions to incidents or requests. - Work with any requester in the queue by pulling from anywhere in the queue list, including from the top of the list. - Use Agent assist to expedite fulfillment. With SOW, agents can fulfill interactions on a first-come-first-served basis as interactions are pushed to individual walk-up inboxes. Interactions are distributed to walk-up agent inboxes based on assignment rule configurations in the Advanced Work Assignment feature. Agents can open incidents in SOW when an issue is not resolved at the walk-up location. Agents can also create a request for hardware or software through the Service Catalog when an asset is not available at the walk-up location stockroom. Walk-up Experience also includes the **Agent** module in the application navigator where agents supporting a walk-up location can perform the following actions. - Access personal walk-up inbox linking directly to the Service Operations Workspace. - View assigned walk-up interactions. - Reassign and modify walk-up interactions when necessary. - View all scheduled and upcoming appointments. - View walk-up queue locations. - View available assets and fulfill requests from a local stockroom. - Create incidents and requests when necessary. - Transfer walk-up interactions to other agents or queue locations when necessary. The following applications are included in the **Agent** module of the Service Operations Workspace navigation bar and can be viewed in the SOW Walk-up Experience interface. <table id="table_mlz_tdy_xfb"><thead><tr><th> UI view and application </th><th> Description </th></tr></thead><tbody><tr><td> Platform: **My Walk-up Inbox** SOW: **Inbox** </td><td> Walk-up interactions assigned to you in Service Operations Workspace. Interactions are pushed to your inbox according to assignment rule configurations in the Advanced Work Assignment feature. </td></tr><tr><td> Platform: **My Walk-up Stockrooms** SOW: **My Stockrooms** </td><td> Stockrooms and assets associated with the walk-up queue locations you support. </td></tr><tr><td> Platform: **My Walk-up Locations** SOW: **Walk-up Locations** </td><td> Walk-up locations that you are assigned to. </td></tr><tr><td> Platform and SOW: **My Assigned Walk-ups** </td><td> Walk-up interactions you are assigned to resolve or fulfill. These interactions have a **Work in Progress** state. </td></tr><tr><td> Platform and SOW: **Open - Unassigned** </td><td> List of all open and unassigned walk-up interactions for your locations. These interactions have either a **New**, **Queued**, or **Work in Progress** state. </td></tr><tr><td> Platform and SOW: **Closed Walk-ups** </td><td> All closed walk-up interactions. Closed interactions have either a **Closed Complete** or **Closed Abandoned** state. </td></tr><tr><td> Platform: **Scheduled Appointments** SOW: **Appointments** </td><td> All upcoming appointments scheduled for your walk-up location. </td></tr></tbody> </table>For more information, see [Walk-up Experience management in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/walkup-sow.md) and [Advanced Work Assignment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/awa-overview.md). - **[View Walk-up Experience inbox](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/walk-up-experience/view-walkup-inbox.md)** View a personal inbox of automatically assigned Walk-up Experience interactions using the Agent Workspace feature interface. - **[View assigned Walk-up Experience locations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/walk-up-experience/view-walkup-location.md)** Walk-up Experience agents can view a list of the walk-up queues they are assigned to support. Locations queues reveal all the information an agent needs to know to operate the queue efficiently. - **[Manage automatically assigned Walk-up Experience interactions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/walk-up-experience/view-auto-assigned-walkup-requests.md)** The agents supporting Walk-up Experience locations can view and manage interactions automatically pushed to the Agent Workspace inbox. - **[Manage Walk-up Experience interactions manually](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/walk-up-experience/view-assigned-walkup-requests.md)** Agents supporting walk-up locations can manually manage queue requests with several Walk-up Experience interaction-related modules. - **[View Walk-up Experience location stockroom and assets](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/walk-up-experience/view-walkup-location-stockroom.md)** Agent supporting Walk-up Experience locations can view and access stockrooms to provide commonly requested hardware and software assets for walk-up queue guests. Stockroom inventory is defined by asset and inventory managers. Walk-up location agents can monitor inventory and alert asset and inventory managers when additional consumables are needed. - **[Use Agent Assist to expedite Walk-up Experience fulfillment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/walk-up-experience/use-agent-assist-expedite-walkup.md)** Walk-up Experience agents can use the Agent Assist feature in Agent Workspace to expedite incidents and requests. - **[View and manage Walk-up Experience appointments in Agent Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/walk-up-experience/view-manage-walkup-appointments.md)** 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. - **[View and manage Walk-up Experience appointments from application navigator](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/walk-up-experience/view-manage-walkup-appoint-nav.md)** 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. **Parent Topic:**[Walk-up Experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/walk-up-experience/walkup-experience-landing-page.md)
| title | Manage Walk-up Experience queue and interactions |
| description | Walk-up Experience managers and agents can manage all aspects of a walk-up location queue and interactions. Agents can view assigned walk-up locations, interactions, and associated stockrooms used for fulfilling the walk-up requests. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/it-service-management/walk-up-experience/use-walkup-to-manage-demand.html |
| release | australia |
| product | Walk-Up Experience |
| classification | walk-up-experience |
| topic_type | concept |
| last_updated | 2026-10-29 |
| reading_time_minutes | 4 |
| breadcrumb | Walk-up ExperienceIT Service Management |