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.
To be fair to the tech on the other end, them marking it as solved is undoubtedly due to some system of metrics imposed on them from managment
It’s probably the only option they can choose to close a ticket.
It’s more likely that the agent chose the wrong option.
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.