V-Spark Online Help

Summary of Application Scores

The following table summarizes score types and their locations in V‑Spark.

Table 1. Application Score Types

Score Type

Description

Location(s)

Leaf Score

For leaf-level categories of single calls only.

Equal to the number of phrase matches that occurred in a leaf-level category.

Converted into a temporary Match/No Match value before being used to calculate Coverage Scores.

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Match/No Match Value

This value is not a formal application score, but is simply a binary version of the Leaf Score. It is therefore not stored in the V‑Spark database or displayed anywhere.

N/A

Coverage Score

For upper-level categories only.

Equal to the average of leaf-level Match/No Match values or of lower-level coverage scores.

Application Overview Graph

Application Daily Charts (percent of calls with Hit/Miss Scores greater than 0)

Summary View (top-level categories only) & CSV Export

Agents View & CSV Export

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Hit/Miss score

For upper-level categories only.

If at least one lower-level category contains a match (in other words, if the Coverage Score is greater than 0), the upper-level category receives a score of 100%.

If none of the lower-level categories contain a match, the upper-level category receives a score of 0%.

Application Overview Graph

Application Daily Charts (percent of calls with Hit/Miss Scores greater than 0)

Summary View (top-level categories only) & CSV Export

Agents View & CSV Export

File Details page

JSON transcript file