ACW

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ACW
What is the average ACW time?

For my team, it depe...
For my team, it depends on the time the rep has been with the company. For the more seasoned reps, I don't aspect any ACW, maybe a few minutes a week. For my new hires, I assume they will have high ACW since they are still getting used to our system. I usually go up to them and see if they need assistance and it turns from ACW to Development. If your Call Center's AHT is ACW heavy, then it sounds like you might need to figure what is driving the ACW to go up and retrain.

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