V-Spark Online Help

Scoring Best Practices

When defining the analytic constraints within an application, you are advised to define the categories and filters so that high scores indicate either positive or negative aspects of the transcript, and not both. This best practice will make it easier to understand the resulting scores quickly. For example, if you assign scores that indicate both positive and negative aspects of a call, then more attention is required to determine if "high scoring" agents are functioning well or poorly.

If leaf-level categories are not resulting in the scores you expect, review the filters of the "parent" category at the level above the leaf-level. It is most likely that one or more filters are preventing the transcript from being passed down to the leaf level.