After-Call Work (ACW)

A task that an agent completes immediately after finishing a customer interaction and before moving on to the next call. This can include logging call details, updating customer information, and completing any required follow-up actions.

ACW is included in the AVERAGE HANDLE TIME (AHT).

Talk time + Hold Time + ACW Time = Handle Time

Calculation Example:

Talk Time: 4 minutes

Hold Time: 1 minute

ACW Time: 2 minutes

Total Handle Time for the Call: 4+1+2= 7 minutes

If 10 calls are handled, the total ACW Time: 2 minutes*10 calls = 20 minutes