After Call Work Time Metric

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

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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

Reporting frequency


Example of KPI target

35 minutes/p>


Manager, Call team


Average after call work time

After call work

Related Metrics & KPIs

Average Handle Time.png

Average Handle Time



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Sales per Agent

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