After-Call Work

After-Call Work (ACW) — also known as wrap time or post-call processing — is the period immediately following a call during which the agent completes tasks related to the interaction before becoming available for the next call. ACW activities typically include selecting a disposition code, entering call notes, updating lead information, scheduling callbacks, sending follow-up emails, and completing any required documentation or data entry.

How It Works in VICIdial

VICIdial manages ACW through two primary settings: wrap_up_seconds defines the maximum time an agent has for after-call work before being automatically returned to available status, and wait_between_calls adds a brief pause between calls (separate from disposition time). When a call ends, the agent enters the ACW state — the agent screen displays the disposition interface along with any call notes fields and lead data for editing.

During ACW, the agent is not available for new calls — the predictive dialer does not deliver outbound connections, and inbound queue calls are routed to other available agents. The agent remains in this state until they submit the disposition and any required fields, or until the wrap_up_seconds timer expires and the system automatically moves them back to available status.

VICIdial tracks ACW duration as a distinct component of average handle time (AHT = talk time + hold time + ACW). Reporting breaks down time spent in each phase, allowing managers to identify agents with excessive ACW times who may need additional training on the disposition process or data entry workflows. The real-time monitoring in the admin panel shows agents currently in ACW state, how long they have been in wrap, and which campaign or inbound group the call originated from.

Why It Matters

ACW directly impacts agent utilization and occupancy rate. Every second spent in after-call work is a second the agent is unavailable for the next call. On an outbound campaign processing 200 calls per agent per day, reducing average ACW by just 10 seconds recovers over 33 minutes of productive time per agent per day. Across a 50-agent floor, that is 27 additional agent-hours recovered daily.

However, cutting ACW too aggressively causes problems. Agents who feel rushed during disposition may enter inaccurate data, skip notes that would help future agents, or select incorrect disposition codes — degrading data quality and downstream analytics. The balance is designing efficient ACW workflows: pre-populated disposition menus, streamlined note templates, auto-filled fields, and sufficient (but not excessive) wrap time limits.

Best practice for most VICIdial operations is to set wrap_up_seconds to 60-120 seconds — enough time for thorough disposition and notes without encouraging excessive downtime. Monitor ACW metrics regularly and coach agents who consistently exceed the wrap time allocation or who rush through with suspiciously short ACW and incomplete records.