What is awh?

AWH, or Available While Holding, is a call center metric. It measures the total time an agent is available to take calls, including time spent actively on a call and any after-call work (ACW) or hold time where the agent is still marked as available and ready to receive another interaction.

Essentially, it looks at agent utilization from the perspective of how much time they are potentially free to handle customer interactions. AWH differs from metrics like occupancy because it includes time spent on hold and post-call tasks, as long as the agent's system status reflects availability. A low AWH may indicate agents aren't truly "available" when they are marked as such, suggesting problems with workflows, systems, or agent training. It's an important metric for capacity planning and ensuring efficient call center operations.