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. |