What exactly is unattached ACW? Or, more specifically, where does it come from. The avg time of ACW (attached) and the total time do not match up. I know that it is considered 'not attached to a call', but how do the agents rack it up?
Does anyone have any suggestions on how to lower ACW? In my industry, it is expected to enter all notations while the customer is on the phone and ACW should only be used in rare instances.