Genesys Cloud Certified Professional – Administrator — Question 6

What is a critical question in an Evaluation Form?

Answer options

• 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.

Correct answer: A

Explanation

Option A is correct because it accurately describes the role of critical questions in evaluating interactions, focusing on their importance for success and the calculation of a specific score. Options B, C, and D misrepresent the nature of critical questions, as they do not encompass the prioritization and scoring aspects that define them.