Also called: postcall processing time, not ready time, average working time, after call document work.
Working time that follows an inbound conversation (or outbound conversation) and that is necessary to process the conversation. Often involves entering data, filling out forms, creating outbound calls: aimed at completing and implementing the transaction. The agent is not available to take a new call during after-work hours. The phone of the agent is in 'not ready' mode, but remains logged in. In general, the after-work time is added to the talk time.
See Average Call duration, Call duration