After-call work (ACW)
After-call work is the time an agent spends after a call ends on tasks such as writing notes, choosing an outcome code and updating records.
After-call work (ACW, also called wrap-up) covers the tasks an agent does to finish a call once the conversation is over, and the time those tasks take. Writing the call note, choosing an outcome code, updating the CRM record, opening a ticket or scheduling a callback all count. After-call work is part of average handle time (AHT): talk time, hold time and after-call work add up to AHT. During this time the agent usually doesn't take a new call.
How it works
When a call ends, call center software puts the agent into an after-call state and opens a form. Queue settings can cap this state, and once the limit is reached the agent becomes available again. When the form is saved, the outcome code and notes are written to reports and the CRM.
Why it matters
After-call work is invisible but expensive: a long note after a short call delays the next call. Forcing the time down, on the other hand, leads to incomplete notes and lost requests. The real fix is reducing manual work. An AI-generated call summary gives the agent a draft to check instead of a blank page; the agent approves or corrects it and picks the outcome code. Sending the summary and captured fields to the CRM automatically removes copy-and-paste as well.
In Speakline
In Speakline, a wrap-up form opens on the agent desk when a call ends, and the agent enters the outcome code, note and tags there. The AI summary, outcome code, notes and recording link can be sent to your CRM through the API and webhooks, and average after-call work time is tracked in reports. See Call center for details.