After Call Work Time

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