The Coverage Score is based on the average score of all lower-level categories contained within the upper-level category. For example, if an upper-level category contains four leaf-level categories and three of them contain at least one match, but the fourth contains no matches, then Coverage Score is equal to the average of these scores, i.e. (1+1+1+0) / 4, or 75%. This Coverage score is stored in the V‑Spark database and is used to calculate Hit/Miss scores.

Coverage Scores are useful for analyses where every lower-level category is significant and qualifies to be matched, such as agent compliance evaluation. For example, if you have a category for Gathering Customer Data that contains lower-level categories for Account Number, Phone Number, and Birthdate and your agents need to collect all of this information, then it is important to determine how many of these three categories are satisfied. Examples for how this scoring works for individual calls versus daily or monthly collections of calls are available in .