Run After-Call Work Time Review — Free

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.

Note (optional)

Target ACW standard is defined

Enter the target ACW benchmark used for this review.

Note (optional)

Review method is consistent with documented KPI definition

Confirm the ACW metric used matches the organization’s defined calculation and reporting method.

Yes No N/A

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 critical (required)

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.

Yes No N/A

ACW consistency across contacts is acceptable

Rate whether wrap time is stable and predictable across the sample.

Excess ACW does not indicate avoidable delay critical (required)

Assess whether time spent in ACW appears to be driven by avoidable behaviors such as delayed documentation, unnecessary post-call navigation, or repeated rework.

Yes No N/A

Insufficient ACW does not indicate rushed documentation critical (required)

Assess whether unusually short wrap time is causing incomplete notes, inaccurate dispositions, or missed follow-up steps.

Yes No N/A

Documentation Quality and Next-Contact Readiness

Call notes are complete and accurate critical (required)

Confirm the notes capture the issue, resolution, commitments, and any follow-up actions with sufficient detail.

Yes No N/A

Disposition or wrap code matches the contact outcome critical (required)

Verify the selected disposition or wrap code accurately reflects the reason for contact and the final outcome.

Yes No N/A

Required follow-up tasks are completed before ready status critical (required)

Confirm any required tasks, such as case updates, callbacks, email follow-ups, or CRM entries, are completed before the agent returns to available status.

Yes No N/A

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.

Yes No N/A

Operational Impact and Availability

ACW performance supports expected availability critical (required)

Confirm the agent’s wrap time does not materially reduce availability or create avoidable queue impact.

Yes No N/A

Transfer, escalation, or case handoff steps are completed efficiently

Verify any handoff-related wrap tasks are completed without unnecessary delay or rework.

Yes No N/A

System or workflow barriers affecting ACW are identified

Determine whether technology, process design, or permissions issues are contributing to abnormal wrap time.

Yes No N/A

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 critical (required)

Reviewer signature confirming the ACW review is complete and accurate.

Review date and time

Record when the review was completed.

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Run: After-Call Work Time Review

Review Scope and Agent Identification

ACW Time Performance

Documentation Quality and Next-Contact Readiness

Operational Impact and Availability

Findings, Corrective Actions, and Sign-Off

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