After-Call Work Time Review
Review agent after-call work (ACW) time against target while checking note quality, wrap-code accuracy, and readiness for the next contact. Use it to spot slowdowns, rushed documentation, and workflow barriers.
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Overview
This After-Call Work Time Review template is built to evaluate how agents use post-contact wrap time against a defined target. It captures the review period, sample source, KPI definition, and any excluded contacts, then checks whether ACW is within range, whether outliers are explained, and whether documentation quality stays intact while the agent moves to the next contact.
Use it when ACW is affecting availability, queue performance, or QA outcomes, or when you need to confirm that a team’s wrap process is consistent across agents and contact types. It is especially useful after coaching, process changes, or system updates that may have changed how long agents need to complete notes, dispositions, or follow-up tasks.
Do not use it as a generic performance scorecard without context. If the queue includes complex escalations, regulated documentation, or required case handoffs, longer ACW may be appropriate and should be documented as such. It is also not the right tool for judging call handling alone; the focus here is the balance between speed, accuracy, and readiness for the next contact. A good review should leave you with a clear finding, a defensible reason for any exception, and a practical corrective action when the data shows a real gap.
Standards & compliance context
- This template supports quality management practices aligned with ISO 9001 by documenting a repeatable review method, objective findings, and corrective action when needed.
- For regulated customer interactions, the notes and disposition checks help reinforce internal controls and recordkeeping expectations under applicable industry rules and company policy.
- If the queue handles healthcare, financial, or other sensitive data, use the review to confirm that wrap notes and handoffs follow the organization’s privacy and retention requirements.
- Where scripts, disclosures, or knowledge-base references are required, the template helps verify that agents use approved materials consistently rather than relying on informal workarounds.
General regulatory context for orientation only — verify current requirements with counsel or the relevant agency before relying on this template for compliance.
What's inside this template
Review Scope and Agent Identification
This section defines exactly who and what was reviewed so the ACW findings are traceable and repeatable.
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Agent and review period are identified
Record the agent name or ID, queue/team, and the date range or sample interval being reviewed.
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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.
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Target ACW standard is defined
Enter the target ACW benchmark used for this review.
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Review method is consistent with documented KPI definition
Confirm the ACW metric used matches the organization’s defined calculation and reporting method.
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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
This section shows whether the agent’s wrap time is within target and whether any outliers need explanation.
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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.
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ACW outliers are documented
Confirm whether unusually long wrap events were reviewed and explained, such as complex cases or system delays.
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ACW consistency across contacts is acceptable
Rate whether wrap time is stable and predictable across the sample.
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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.
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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
This section checks whether the agent’s notes, codes, and follow-up work are complete enough to support the next contact.
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Call notes are complete and accurate
Confirm the notes capture the issue, resolution, commitments, and any follow-up actions with sufficient detail.
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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.
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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.
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Documentation quality is balanced with speed
Rate whether the agent is capturing enough detail without over-documenting or delaying availability unnecessarily.
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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
This section connects ACW behavior to queue performance, workflow barriers, and the agent’s return to available status.
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ACW performance supports expected availability
Confirm the agent’s wrap time does not materially reduce availability or create avoidable queue impact.
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Transfer, escalation, or case handoff steps are completed efficiently
Verify any handoff-related wrap tasks are completed without unnecessary delay or rework.
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System or workflow barriers affecting ACW are identified
Determine whether technology, process design, or permissions issues are contributing to abnormal wrap time.
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Queue impact is documented when ACW is above target
Describe any observed impact on service level, occupancy, or wait time when ACW exceeds target.
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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
This section records the final conclusion, any required coaching or process change, and the reviewer’s formal sign-off.
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Primary finding is documented
Summarize whether ACW is on target, above target, or below target and the main reason.
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Corrective action plan is documented when needed
Document the coaching, follow-up, or process action required, including owner and due date if applicable.
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Inspector signature
Reviewer signature confirming the ACW review is complete and accurate.
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Review date and time
Record when the review was completed.
How to use this template
- 1. Enter the agent name, review period, sample size, source system, and the exact ACW target or acceptable range used by your team.
- 2. Confirm which contacts are included or excluded, and note any special case types that legitimately require longer wrap time.
- 3. Review the sampled contacts for average ACW, outliers, consistency, note quality, wrap-code accuracy, and completion of required follow-up tasks.
- 4. Record whether any ACW overage is caused by avoidable delay, workflow barriers, system issues, or legitimate documentation needs.
- 5. Document the primary finding, assign corrective action or coaching if needed, and capture the reviewer sign-off with date and time.
Best practices
- Use the same KPI definition and sample method every time so ACW trends are comparable across review periods.
- Separate legitimate documentation time from avoidable delay by checking the contact type, case complexity, and required follow-up steps.
- Review outliers individually, because a single long wrap can be caused by escalation, system lag, or a complex customer issue.
- Check that wrap codes match the actual contact outcome before judging the ACW duration.
- Look for rushed notes as well as slow notes; both can create downstream rework and availability problems.
- Document queue impact when ACW is above target so the review connects agent behavior to operational results.
- Capture workflow or system barriers immediately, because they often require process fixes rather than individual coaching.
What this template typically catches
Issues teams running this template most often surface in practice:
Common use cases
Frequently asked questions
What does this After-Call Work Time Review template cover?
It covers agent ACW performance, including average wrap time, outliers, consistency across contacts, and whether documentation quality matches the speed of completion. It also checks note completeness, wrap-code accuracy, follow-up task completion, and any queue or workflow impact. The final section captures findings, corrective actions, and sign-off so the review is auditable.
When should I use this template?
Use it when you need to verify that agents are finishing post-call work within the expected target without sacrificing documentation quality. It is useful for routine QA reviews, coaching follow-up, process audits, and investigating queue delays or inconsistent availability. It also works well after a KPI change or when a team reports longer hold times tied to wrap-up work.
How often should ACW reviews be performed?
The cadence depends on your contact center process and volume, but many teams use it weekly, monthly, or during targeted coaching cycles. High-volume teams may review a sample more frequently when ACW is affecting occupancy or service levels. The key is to keep the review period and sample method consistent so trends are comparable over time.
Who should run the review?
A QA analyst, team lead, supervisor, or operations manager can run it, provided they understand the documented KPI definition for ACW and the expected wrap workflow. If the review is used for performance management, the reviewer should be trained to distinguish avoidable delay from legitimate documentation needs. In some teams, a coach and supervisor review the findings together before sign-off.
What should count as a problem in ACW?
Problems include average ACW above target, large outliers without a clear reason, inconsistent wrap time across similar contacts, and notes that are incomplete or inaccurate. It also flags cases where the agent appears to rush documentation, uses the wrong disposition, or leaves follow-up tasks unfinished. If ACW is high because of system lag or a required workflow step, that should be documented as a barrier rather than an agent deficiency.
How does this template help with coaching?
The template separates speed from quality so coaching can focus on the real issue, not just the number. If the agent is slow but accurate, the corrective action may be workflow simplification or knowledge-base guidance. If the agent is fast but sloppy, the coaching should address documentation standards, wrap-code selection, and readiness checks before the next contact.
Can I customize the target ACW standard and sample size?
Yes. The review scope section is designed to capture your team’s KPI definition, target range, sample size, and any excluded contact types. That makes it easy to adapt for different queues, case types, escalation paths, or blended voice and digital workflows. You can also add local rules for complex cases that legitimately require longer wrap time.
How does this compare with an ad-hoc supervisor check?
An ad-hoc check often misses outliers, inconsistent sampling, and whether the review method matches the KPI definition. This template forces the reviewer to document the same inputs each time, which makes findings easier to compare and defend. It also creates a clearer path from observation to corrective action, instead of stopping at a vague coaching note.
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