Single-call scoring

Let’s say we have an Agent Scorecard application with one category for Politeness and three 2nd-level categories for Opening, Closing, and Other. The Opening 2nd-level category has two additional 3rd-level categories for Hello and Other Greeting, but the Closing and Other categories do not have any 3rd-level categories.

The following table illustrates the structure of the application and the phrases contained within each leaf-level category. While upper-level categories may also contain phrases, these phrases are treated as filters and are therefore not involved in call scoring.

Table 1. Application Category Structure
Top-level Category	2nd-level Category	3rd-level Category (leaf-level)	Agent Phrase(s)
Politeness	Opening	Hello	Hello
		Hello	Hi there
		Other Greeting	How are you doing
		Other Greeting	How can I help you
	Closing		Have a good day
	Closing		Bye
	Other		Please
	Other		Thank you

Now let’s say we have a call transcript named Call 1 that contains the following number of matches for each phrase:

Table 2. Call 1 Phrase Matches
2nd-level Category	3rd-level Category (leaf-level)	Phrases	Call 1 Phrase Matches
Opening	Hello	Hello	0
	Hello	Hi there	0
	Other Greeting	How are you doing	1
	Other Greeting	How can I help you	1
Closing		Have a good day	0
Closing		Bye	1
Other		Please	0
Other		Thank you	0