What is a critical question in an Evaluation Form?
A.
Critical questions are used to prioritize questions that are critical to the success of an interaction. A separate critical score is calculated for critical questions.
B.
Critical questions are questions that the agent must answer.
C.
Critical questions are multiple choice questions that have a higher weight than non-critical questions.
D.
If answered “No”, critical questions will result in an evaluation score of zero for the interaction.
The Answer is A.
In Quality Management, a critical question is an evaluation form question type used to prioritize questions that are critical to the success of an interaction. Using these questions, Genesys Cloud calculates a critical score, which reflects an agent’s compliance with the critical questions. Critical questions must be scored “Yes” or “No.” Critical questions count towards both the overall evaluation score and critical score.
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