Glossary

What is After-Call Work (ACW)?

After-Call Work (ACW) is the time right after a customer interaction when an agent finishes tasks like updating records, writing notes, and scheduling follow-ups. During this time, the agent isn’t available for new calls. Also called wrap-up time, ACW helps keep customer info accurate and service running smoothly. To learn more about ACW, see our article “The Complete Guide to After Call Work: Definition & Top Tips to Reduce It.”