Call Center Management
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      Agent Metrics

      The specific metrics and targets used can vary depending on the type of project.

      Typical metrics for agents include:

      CPH (Completes Per Hour):

      • Patch Projects: 3-5 completes per hour
      • Voter ID/GOTV: 30-40 completes per hour
      • Surveys: 0.5 - 2 per hour

      AHT (Average Handle Time):

      • Patch Projects: 3-5 minutes
      • Voter ID/GOTV: 1-3 minutes
      • Surveys: 30-60 minutes

      Pending Disposition (After Call Work):

      • All Projects: Less than 30 seconds

      Break Time:

      • 10 minutes every 2-4 hours (paid)
      • Breaks outside the 10-minute window should be taken off the clock