A false negative occurs when the system detects a human on the line that is actually a voicemail. False negatives drive up wasted agent time as they’re forced to code for an answering machine before moving to their next call. What’s more, repeated false negatives can be a huge drag on agent morale and productivity. On the other hand, false positives occur when the AMD system determines that there’s a voicemail on the line and disconnects when it’s actually a human that has answered, and that potentially results in a lost lead.