Concierge menu - How to make good use of floor walkers2

Some airlines that have placed kiosks as a priority in their check-in strategy can handle more than 95% of passengers with self-service kiosks. Those 5% left can be handled in 3 ways: floor walkers, regular counters or help desk.
The case with regular counters is that they have usually been converted into fast bag drop counters, with access to only limited check in functions (if this is not the case, it should!). Alternatively, passengers can be directed to help desk or regular counters. Customer service is good but very sensitive to traffic: in case of epidemic issue, these counters get saturated and queues appear.
The common idea is that floor walkers (also called roving agents) help with kiosk usage and reassure passengers. This is a view that comes from the early days of kiosks, when kiosks could only attend 60% of the needs (depending on airline and region cases such as booking with multiple PNR, international travel could not be handled on kiosks).
But what if those floor walkers would handle all the exceptions (reprint bag tag, wave seat fee,...)? Sounds ideal no? Passengers could be served immediately, with few extra resources, no training, no signage,… Well, that is not complicated in fact!
What is only required is an access to agent-only functions on the self-service kiosk: This is the concierge option. Access to that hidden menu is granted though a password (cumbersome), a special touch combination on the screen (still requires the agent to identify) or better through the use of a token (magnetic card, RFID token, barcode,).
The content of the concierge option depends on the actual processes in place: reprint bag tags, cancel bag tags, waive seat fee, over weight fee ...). On top of this the menu can be enhanced over time to address more cases.
The benefits are so important it is really surprising how few airlines have implemented such a simple solution!
• Better customer service: customers can be serviced where they are. No need to go to counter Z.
• Better use of floorwalkers: go to the terminal and ask floor walkers about their jobs: many will say “it is very boring”, “We are doing nothing but looking at passengers”. Indeed, over time passengers have become experts in kiosks usage and want to do everything themselves.
• Reduced counter costs (obvious!)