Genesys Cloud Certified Professional – Administrator — Question 16

What process helps you to standardize call evaluations of contact center agents by comparing multiple reviews of the same call or interaction?

Answer options

• A. Scoring
• B. Monitoring
• C. Calibration
• D. Evaluation

Correct answer: C

Explanation

Calibration is the correct answer because it involves aligning the judgments of different evaluators to ensure consistency in call evaluations. Scoring, monitoring, and evaluation do not specifically address the process of comparing multiple reviews to standardize assessments.