Wrap-up Time

What is Wrap-up Time

Wrap-up time, also known as after-call work (ACW), is the time an agent spends on administrative tasks immediately following a customer interaction. This can include logging notes in the CRM, sending a follow-up email, or completing any other tasks related to the call. Wrap-up time is a component of the overall Handle Time and is a measure of agent efficiency. AI-powered tools can help reduce wrap-up time by automating tasks like call summarization and data entry, allowing agents to become available for the next interaction more quickly.