Contact Center Analytics - Outgoing Calls

[mkeaton]

Currently any time a user checks the group/shared VM and/or pauses/un-pauses themselves it counts as an outgoing call, skewing the users call data. Just asking to simply change this to something else so we can get accurate data on the calls actually being made.

[M_Adams]

Only thing I can think of as a work around for now would be do set up voicemail to email and delete the VM after sending. Then they never have to check VM on their phone. I know it wont work for every application but may be a workaround. Or listening to the message through he desktop app or mobile app