After Call Work / Wrap - (ACW)

Author: CCa2z

Date: 26th August 2009

After call work, as its name suggests, takes place after the voice interaction with a caller and is the time spent processing any associated work from the call.  This could be completing screens, forms or sending out emails.

The agent can automatically be put into the ACW mode for a fixed time after each call or can select it.  This is an area of uncontrol as the agent chooses when to be available for the next call.  It is one of the constituents of Average Handling Time (AHT) and is measured accordingly.

Fixed ACW times should be avoided as the fixed time will be incurred whether required or not.  If the fixed time is insufficient then agents may go into a Not Ready mode where the after call time will not be visible.


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