Using the same example Agent Scorecard application as in Top-level Category Scoring, we’ll calculate the Category Scores for multiple calls. As before, the Hello and Other Greeting 3rd-level categories and the Closing and Other 2nd-level categories will be treated as leaf-level categories.

Let’s say our call center received three calls last Monday: Call 1 (which is the same as the call we scored in the previous section) Call 2, and Call 3. In multi-call scoring, the scores for individual calls are calculated first, then averaged together.