Call Center KPI Examples | After Call Work Time

After Call Work Time

Measure the total amount of time it takes to complete post-call work.

Klipfolio - Business Dashboard Software Klipfolio - Business Dashboard Software Klipfolio - Business Dashboard Software
Klipfolio - Business Dashboard Software Klipfolio - Business Dashboard Software

Free 5 minute KPI lessons delivered to your inbox every day for 5 days

Everything you need to know about KPIs to start your data driven journey

Enter your email address to recieve your KPI 101 lessons

Formula

(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

Services

CallRail Dashboard | CallRail logo Zendesk Dashboard | Zendesk logo

Role

Employee/Staff, Manager

Overview

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.

Formula

(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

Reporting frequency

Weekly

Example of KPI target

35 minutes/p>

Audience

Manager, Call team

Variations

Average after call work time

After call work