The Hit/Miss score is based on whether any matches are found in a category’s lower-level categories and is calculated using the Coverage Score. If at least one phrase matches for one lower-level category, then the Coverage Score is greater than 0%, and the Hit/Miss score is consequently equal to 100%. If none of the lower-level categories match, then the Coverage Score will equal 0%, and the Hit/Miss score will consequently equal 0% also. This dependence of scores is very similar to the binary Match/No Match values that are assigned to leaf-level categories during the calculation of Coverage Scores. Note that Hit/Miss scores are not stored in the V‑Spark database.

Hit/Miss scores are useful for analyses where a call need only match one leaf-level category, such as call driver analysis. If you have a category for Billing calls that contains one leaf-level category for Payments and one for Questions, you do not need to know how many leaf-level categories are matched by the call. You simply need to know that the call did match, because customers do not always call with multiple issues.