Buen día Victor

Esto es lo que nos respondió Aspect.

"In previous versions, Centercord and Summarization have had issues on the calculation of Gap Time. 

As you know, Gap Time can be defined as the amount of time between agent states that Centercord doesn’t know how to account for the time so it subtracts it from the agents signed in time.

Many of our customers have complained about the calculation and we have created/fixed several defects. The latest fixes for Gap time were done on 7.x

On the Agent Activity reports, you will find Gap Time defined:

TotalGapTime: Net of TotalLoginTime that is not accounted for. (TotalLoginTime –(TotalIdleTime + TotalNotReadyTime +TotalPreviewTime + TotalActiveTime +TotalWrapTime))

6.7 is out of defect support so upgrading to 7x is a must.

Let me know if you need anything else.

Regards…


PEDRO GONZALEZ
PRINCIPAL CUSTOMER SUPPORT ENGINEER
TECHNICAL SERVICES STRATEGIC 1 
"

Quedamos atentos a tus comentarios. Y ofrezco una disculpa por la demora en este caso.

Saludos
