After-Call Work

An Average of the amount of time a Product Specialists work on customer accounts updating notes, taking any actions with management and/or placing tickets on the customers behalf. This amount of time is averaged and called Average After-Call Work Time. Also referred to as AWT, it strictly measures the time spent after the call is disconnected and does not include the time the customer spent on a connected line with the agent working on trying to get the issue resolved. This not-ready time hinders the agent from answering any other calls, raising the calls in the queue in turn raising the Average Wait Time.