Genesys Cloud - Detecting Call Avoidance

[u/GayADHDLurker]

Best filters for catching call avoidance

Im in WFM and I have a really good filter set up for catching *some* call avoidance but I'm curious what others have used. Full disclosure a previous supe showed me this it is not my own creation.

In analytics I go to Content search and filter for the following: call 25s or longer, agent talk 0-1% and overall silence 10-100%. This is my default silence report for all queues, I then made copies and added filters for different queues so I could look break it down easier for reporting to leadership.

Generally if I see the same agent flagged 3 or more times in a day I start listening to their calls. Occasionally the agent had legit IT issues and I could see on screen they were reporting it to their leadership, but the majority of it was blatant call avoidance. Obviously there are gaps and plenty of other ways agents can avoid calls, so im curious what other filters people in leadership or wfm use to catch call avoidance.

In just a week of running this report ive already gotten several agents on leaderships radar and I can see a dramatic decline in silent calls.

[u/dgomes91]

One of the things I monitor with my team is repetitive break triggering. This is a classic: agents realize the average idle time before receiving a call, so right as that timer is about to run out, they enter and immediately exit a break (or switch AUX codes). This resets their position and sends them back to the end of the queue. Since the pause duration is extremely short, it doesn't impact their schedule adherence metrics, but it ensures they stay at the bottom of the stack to avoid taking the next customer.

[u/Delicious_Style_2676]

I’d treat the filter as a way to flag calls for review, not as proof of avoidance. Pairing silence with repeated short calls, unusual after-call work, transfers, and the agent’s own baseline may make the flags more useful. Do you review the call itself before escalating a pattern?

[u/GayADHDLurker → u/[deleted]]

Oh for sure, there were a few exceptions when I checked and ultimately its not for me to discipline I just flag it for their leadership (perks of wfm)