📚Walk-in Services

A walk-in service is provided to customers without booking an appointment in advance. A customer can join a service queue via the Portal, the Kiosk, or by an agent using the Agent Console.

A typical case lifecycle in a walk-in service looks like this:

Walk-in Service Lifecycle

It's worth noting that the term "walk-in" could be a bit misleading as it implies that customers have to visit a store or branch physically. However, walk-in services can also be delivered online, allowing customers to queue up for virtual services provided via video conferences.

Adding Cases to the Queue

A walk-in service defined the target inbox for the case and its position in the queue. Cases are normally added to the end of the queue, but the service can be configured to add the case to the beginning of the queue or some arbitrary position in the middle.

Ticket Numbering

Each case is assigned a friendly Ticket Number. The ticket number consists of a number and optional prefix and suffix. For example: A103b.

A walk-in service has a predetermined starting and ending ticket number, as well as a designated time of day when ticket numbers are reset to the starting number. Each new case is assigned a ticket number in sequential order, starting from the first number. If the last number is reached, the system will loop back to the first number and start again.