Metrics & KPIs

After-Call Work (ACW)

/ after-call-work-acw /

The wrap-up time agents spend after an interaction — notes, dispositions, follow-ups — before taking the next one.

Why it matters

ACW is invisible to customers but a huge share of handle time. AI summarization and auto-disposition attack it directly.

Related — Metrics & KPIs

Average Handle Time (AHT)

Average Speed of Answer (ASA)

Call Abandonment Rate

Containment Rate

CSAT (Customer Satisfaction Score)

Customer Effort Score (CES)

Deflection Rate

End-to-End Latency

First Call Resolution (FCR)

First Notice of Loss (FNOL)

After-Call Work (ACW)

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