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Glossary

After-call work (ACW)

After-call work is the time after a call when an agent logs the outcome, updates the customer record, creates a task, or sends an email. Until it is done, the agent gets no new calls, so long after-call work makes the queue grow.

Why it mattersThe shorter it is, the more calls the same team can take.

Also called: ACW, After-call work, Wrap-up time

Principle

How it works

Right after the call ends, the agent goes into an after-call work status: the system sends no new calls until they finish their notes. ACW plus talk time gives you AHT, the metric used to calculate how many agents you need.

In CONTACT.WORK

How CONTACT.WORK handles it

After each call, a short summary, the recording, and the call topic are saved to your CRM automatically. Agents have less to type, so after-call work gets shorter.

More

Where to use it

Historical reports See how many minutes after-call work takes Learn more

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Related terms

AHT (average handle time)Agent occupancyCRM – customer relationship management

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