ACW stands for After Call Work, which is a set of necessary tasks that need to be completed after an agent interacts with a customer in a call center. These tasks include updating the system, logging the reason for contact, recording call notes, scheduling follow-up actions, and inputting any customer feedback. ACW is a critical component of operational efficiency and is included in the formula for average handle time (AHT) of a call. ACW directly impacts call duration, agent efficiency, and contact center productivity. Longer ACW time leads to longer hold times for incoming calls and leaves even smaller time frames for outbound calls. ACW is also an opportunity for agents to spend dedicated time to follow-up on customer requests, including detailed documentation, updating relevant teams, and scheduling further courses of action. ACW is performed in "wrap time," which is the total time that an advisor works on ACW, and it is included in the total handling time for the call. It is important to reduce ACW because high ACW impacts virtually every other related metric in a call center negatively.