Table of Contents

After Call Work (ACW)

After Call Work (ACW) refers to the time an agent spends on administrative or follow-up tasks after finishing a call with a customer. During this period, the agent may log relevant information about the interaction, update the customer’s status, or perform any necessary actions to properly close the interaction.

This time is important to ensure that all information is handled correctly and that the agent is prepared for the next call or interaction.

What does ACW include in Kyubo?

  • Categorizing or tagging the interaction.

Tagging

Why is it important?

  • Helps maintain service quality by ensuring all relevant information is recorded.
  • Directly impacts contact center KPIs such as Average Handling Time (AHT).
  • Enables post-interaction analysis and supports better decision-making.

When selecting the Configure Agent option, a window titled Configure Agent opens, where the supervisor can define the parameter After Call Work (ACW):

configure-acw

After Call Work (seconds): A number-type input field where the time (in seconds) is defined for how long the interaction will remain active after a call ends. This time allows the agent to perform tasks such as tagging the interaction. This value can be adjusted by the user, with a maximum limit of 300 seconds.