The customer is having difficulty ensuring the correct scorecards are assigned to the right calls because Renewals, Sales, and Service calls can have overlapping Call Types.

Currently, scorecards are assigned based on Call Type. The customer would like the ability to use additional call attributes, such as Originating Phone Number or Company Type, when determining which scorecard should be assigned.

For example, the customer needs to distinguish between calls from clients, insurance companies, and toll-free numbers, as these may require different scorecards even when they have the same Call Type.

The requested functionality allows more flexible, rule-based scorecard assignment using multiple call attributes, so the system can automatically apply the correct scorecard based on the call context.