---
title: "SLA Percentile"
slug: "sla-percentile"
description: "The SLA Percentile report can help you understand how many of your contacts are meeting your SLA."
updated: 2025-02-06T18:18:56Z
published: 2025-02-06T18:18:56Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# SLA Percentile

> [!CAUTION]
> This report will be sunsetted soon.

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](https://help.gladly.com/docs/time-anchors) 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](https://help.gladly.com/docs/data-dictionary#wait-time) definition. |  |
| **Fulfilled Inbound Contacts** | Number of [fulfilled](https://help.gladly.com/docs/data-dictionary#contacts-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](https://help.gladly.com/docs/generate-reports).

**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. |