Table of Contents
The SLA Percentile report can help you understand how many of your contacts are meeting your SLA.
How data in the report is measured #
The SLA Percentile report is measured by the following:
Grouping
- Grouped by Contact.
Time Anchor
- Data is time anchored using ‘Contact fulfilled at’ in the UI.
Metrics used for the SLA Percentile report #
Click on the description to review the definition of each metric and how it’s used to calculate data.
| Metric | Description | Comments |
| Cumulative % Within SLA | Percentage of Conversations that received a response from an Agent within a specified SLA period. | |
| Wait Time (seconds) | See Wait Time definition. | |
| Fulfilled Inbound Contacts | Number of fulfilled inbound Contacts |
How the SLA Percentile report is filtered #
Use these filters to modify the data in your report. Using a combination of filters will also provide more targeted results. You can learn more about filters here.
Date
- When filtering by date in the Gladly UI, the report will list all Contacts that have been helped using the Contact fulfilled at time anchor.
Channel
- The Channel filter narrows Conversation SLA from a particular Channel.
Inbox
- The Inbox filter narrows Conversation SLA from a particular Channel.
How to use the SLA Percentile report #
The Inbound Contacts by Customer report can provide multiple data points based on how you slice and dice the data. Below are a couple of examples:
| Scenario | Column Filters |
| How well are we doing in meeting SLA for a specific Inbox for a particular date? | Use the Cumulative % column to see the % of Contacts that met SLA. |
