After-Call Work
After-call work (ACW) is the set of tasks an agent performs immediately after ending a customer interaction, including notes documentation, ticket updates, follow-up scheduling, and disposition coding.
In Depth
After-call work is a significant hidden cost in support operations, typically consuming 15-30% of an agent's productive time. After every call, agents must write interaction summaries, update ticket status and categories, log resolution details, schedule follow-up actions if needed, and assign disposition codes for reporting. This time is unproductive from a customer-facing perspective but essential for organizational knowledge and compliance.
AI dramatically reduces ACW by automatically generating conversation summaries from the interaction transcript, updating CRM records with extracted data, suggesting disposition codes based on conversation analysis, scheduling follow-up tasks, and populating ticket fields. Organizations implementing AI-powered ACW automation typically save 3-5 minutes per interaction, translating to handling 20-30% more customer interactions per agent per day.
Related Terms
Wrap-Up Time
Wrap-up time is the measured duration an agent spends on after-call work before becoming available for the next customer interaction.
Disposition Code
A disposition code is a standardized label assigned to a support interaction upon closure that categorizes the outcome, reason for contact, and resolution type for reporting and analysis.
Average Handle Time (AHT)
Average handle time (AHT) is the mean duration of a customer support interaction from start to finish, including talk time, hold time, and any after-call work required to resolve the issue.
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