After-Call Work Time Review

Review agent after-call work (ACW) time against target to balance documentation quality with availability for the next contact.

Review Scope and Agent Identification

• Agent and review period are identified
  Record the agent name or ID, queue/team, and the date range or sample interval being reviewed.
• Sample size and source are documented
  Enter the number of contacts reviewed and the source of the data, such as WFM report, ACD export, or QA sample.
• Target ACW standard is defined
  Enter the target ACW benchmark used for this review.
• Review method is consistent with documented KPI definition
  Confirm the ACW metric used matches the organization’s defined calculation and reporting method.
• Exceptions or excluded contacts are noted
  Document any contacts excluded from the review, such as escalations, system outages, or mandatory after-contact tasks.

ACW Time Performance

• Average ACW time is within the acceptable range
  Enter the observed average ACW time for the sample and compare it to the acceptable target band.
• ACW outliers are documented
  Confirm whether unusually long wrap events were reviewed and explained, such as complex cases or system delays.
• ACW consistency across contacts is acceptable
  Rate whether wrap time is stable and predictable across the sample.
• Excess ACW does not indicate avoidable delay
  Assess whether time spent in ACW appears to be driven by avoidable behaviors such as delayed documentation, unnecessary post-call navigation, or repeated rework.
• Insufficient ACW does not indicate rushed documentation
  Assess whether unusually short wrap time is causing incomplete notes, inaccurate dispositions, or missed follow-up steps.

Documentation Quality and Next-Contact Readiness

• Call notes are complete and accurate
  Confirm the notes capture the issue, resolution, commitments, and any follow-up actions with sufficient detail.
• Disposition or wrap code matches the contact outcome
  Verify the selected disposition or wrap code accurately reflects the reason for contact and the final outcome.
• Required follow-up tasks are completed before ready status
  Confirm any required tasks, such as case updates, callbacks, email follow-ups, or CRM entries, are completed before the agent returns to available status.
• Documentation quality is balanced with speed
  Rate whether the agent is capturing enough detail without over-documenting or delaying availability unnecessarily.
• Knowledge base or script references are used appropriately
  Confirm the agent uses approved references efficiently when needed and does not spend excessive time searching during wrap.

Operational Impact and Availability

• ACW performance supports expected availability
  Confirm the agent’s wrap time does not materially reduce availability or create avoidable queue impact.
• Transfer, escalation, or case handoff steps are completed efficiently
  Verify any handoff-related wrap tasks are completed without unnecessary delay or rework.
• System or workflow barriers affecting ACW are identified
  Determine whether technology, process design, or permissions issues are contributing to abnormal wrap time.
• Queue impact is documented when ACW is above target
  Describe any observed impact on service level, occupancy, or wait time when ACW exceeds target.
• Coaching or process change is recommended when needed
  Select the primary follow-up action based on the review findings.

Findings, Corrective Actions, and Sign-Off

• Primary finding is documented
  Summarize whether ACW is on target, above target, or below target and the main reason.
• Corrective action plan is documented when needed
  Document the coaching, follow-up, or process action required, including owner and due date if applicable.
• Inspector signature
  Reviewer signature confirming the ACW review is complete and accurate.
• Review date and time
  Record when the review was completed.