Average After Call Work Time
The average time an agent spends on tasks related to the call (e.g., data entry, follow-up tasks) after the call ends. After Call Work Time can indicate the complexity or nature of the issues being addressed. If it's high, it might mean that calls involve complex issues or that agents need better tools to reduce post-call tasks. Efficient post-call processes can boost agent availability and overall productivity.
Total after-call work time / Number of handled calls
If agents spent a combined total of 250 minutes on after-call work for 100 calls, the Average After Call Work Time would be 2.5 minutes.