The After Call Work Time metric helps you gauge how much time must be allotted for post-call work, and how effective your agents are at completing the work that needs to be done for every call.
(Time to complete after call work for call A + Time to complete work for call B + Time to complete work for call C +...+ Time to complete work for call N)/Total number of calls
Example of KPI target
Manager, Call team
Average after call work time
After call work