after contact work (ACW)

The total time spent in after-call work (ACW). After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. 

For more information on configuring after call work, see Configure after call work settings.

For more information on ACW used in various reports and views, see Agent metrics report, Queues activity detail view, and Agents performance summary view as examples.