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

Which of the following statements defines 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 weightage than non-critical questions.
D . If answered "No", critical questions will result in an evaluation score of zero for the interaction.

View Answer

Answer: D

Explanation:

Reference: https://help.mypurecloud.com/glossary/critical-question/#:~:text=In%20Quality%20Management%2C%20critical%20question,the%20success%20of %20an%20interaction

Critical questions are questions that have a significant impact on the quality of an interaction. If answered “No”, critical questions will result in an evaluation score of zero for the interaction, regardless of how other questions are answered. Critical questions are used to identify interactions that fail to meet minimum quality standards.

Reference:

https://help.mypurecloud.com/articles/create-an-evaluation-form/

https://help.mypurecloud.com/articles/evaluate-interactions/