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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