thepianistfroggollum , 10 months ago

It’s more likely because the client didn’t specify a different dispo code, either because they forgot or because they don’t care enough to make things that granular. If the client doesn’t ask for it, it doesn’t get included.

Or, the more likely option, the agent just chose the wrong option.

Source: Designing these systems for call centers was my job for a few years.