After Call Work Time
Measure the total amount of time it takes to complete post-call work.
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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
Role
Employee/Staff, ManagerOverview
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
