Genesys Cloud CX Professional — Question 143

Which of the following statements defines a fatal a in an Evaluation Form?

Answer options

• A. Fatal questions are weighted higher than non-fatal questions.
• B. Fatal questions are critical questions. If scored “No”, the evaluation score will be zero.
• C. Fatal questions are critical questions. If scored “No”, the agent will be removed from the queue.
• D. Fatal questions are the same as critical questions.

Correct answer: B

Explanation

The correct answer, B, accurately states that fatal questions are critical, and a 'No' response leads to a score of zero. Option A is incorrect because it does not address the scoring impact. Option C is misleading as it focuses on queue removal rather than scoring. Option D is too vague and lacks the specific consequences of scoring.