Aspect Disposition 6 (HANDOL)

[marley22]

Hi

I am trying to establish under what circumstances a call will be answered by a Trunk. When counting calls offered and answered at application level they are always higher than calls answered by agents using a skill group report. The difference is calls HANDOL (disposition 6) but I am unable to replicate this error using a test environment.

 

[Moebius01]

Ahh, Disposition 6 the bain of Aspect data miners everywhere.

Disp 6 calls most commonly occur during a trunk to trunk transfer. ie... Agent is on a call, places caller on hold, dials an Outside number on Out1, then transfers the held call to the outside line. I believe there may be a couple of other circumstances that create a disp 6, but in my experience they've been extremely rare, and 99.9% have come from Trunk to Trunk.