The time spent by an agent after wrapping up the call is important in understanding the impact of after call documentation and other agent tasks. Higher ACW time can reduce the number of calls answered by an agent irrespective of her Average Handle Time.
The Avg ACW Time section of the Time of Day Analysis dossier helps you understand the distribution of After Call Work (ACW) on all occurrences of a day of week during the selected Hour range. Each cell in this grid contains the average value of the ACW metric calculated for a specific hour of all occurrences of a specific day of week over the selected week range.
This value is represented in the form of a horizontal bar graph and color-coded based on the ACW value.
Note: The color-code parameters are based on the overall data and may be different from the above screen shot.
You can view the values of Avg ACW Time and all other metrics by hovering over the bar graph.
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