After Call Work - ACW

After Call Work (ACW) is also known as "Wrap-up" time. This is the status an agent enters immediately after the customer hangs up or ends the interaction.

During this time, the agent will need to complete anything pending on the interaction before it is finally closed. In most cases, the agent will use this time to leave detailed notes, send a confirmation to the customer, and select the type of interaction or inquiry. ACW normally ranges between a few seconds and a minute. 

However, it is to note that not every client provides this "extra time," and it is expected of the agent to complete every detail of the interaction while the customer is still connected.  

Either way, as soon as the ACW or the interaction ends, the agent will be available to receive another interaction and serve another customer.

This may lead to an agent having multiple "pending" interactions to be completed, as more interactions will continue to come in. To avoid this, a very important tactic is to take side notes of every process completed during the interaction, so that towards the end, it's easier, faster, and more efficient to wrap up the interaction.