ACW or after-call work, is the period of time immediately after contact with the customer is completed when any supplementary work is undertaken by the agent. This is also called “wrap-up” and “post-call processing (PCP)”.
Work that is necessitated by and immediately follows an inbound transaction. Often this includes entering data, filling out forms and making outbound calls necessary to complete the transaction. The agent is unavailable to receive another inbound call while in this mode.