Discuss Genesys GCP-GCX Exam Topic 2 Question 71

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

ACritical questions are used to prioritize questions that are critical to the success of an interaction. A separate critical score is calculated for critical questions.

BCritical questions are questions that the agent must answer.

CCritical questions are multiple choice questions that have a higher weightage than non-critical questions.

DIf answered 'No', critical questions will result in an evaluation score of zero for the interaction.

Suggested Answer: D

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/

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21 comments · newest first

Adaline 2 days ago

A covers the essence of critical questions well.

Leslee 7 days ago

C is misleading. Weightage doesn't define criticality.

Ashlyn 12 days ago

D is too harsh. A zero score feels unfair for one "No."

Gilberto 17 days ago

B seems too vague. Not all questions are critical.

Paulene 23 days ago

I agree, A makes sense. Prioritizing is key for evaluations.

Mireya 28 days ago

I think A is the best choice. It really highlights the importance of critical questions.

German 1 month ago

A covers the essence of critical questions well.

Latia 1 month ago

C is misleading. Weightage doesn't define criticality.

Jamal 1 month ago

D is too harsh. A zero score feels unfair for one "No."

Brandon 2 months ago

B seems too vague. Not all questions are critical.

Merrilee 2 months ago

I agree, A makes sense. Prioritizing is key for evaluations.

Vicente 2 months ago

I think A is the best choice. It really highlights the importance of critical questions.

Mable 2 months ago

Totally agree with A, it’s all about prioritizing!

Arlean 2 months ago

Wait, if you answer "No" to a critical question, you get a zero? That seems harsh!

Nickole 2 months ago

C is misleading; not all critical questions are multiple choice.

Alison 3 months ago

I think B makes more sense.

Solange 3 months ago

A is definitely the right choice.

Regenia 3 months ago

I vaguely remember something about critical questions affecting the overall score if answered negatively, which makes me think option D could be right.

Arlene 3 months ago

I feel like critical questions might have a higher weight, but I can't recall if they are always multiple choice.

Shaunna 3 months ago

I remember practicing a question that mentioned critical questions must be answered by the agent, so I’m leaning towards option B.

Jolanda 4 months ago

I think critical questions are really important for evaluating interactions, but I'm not sure if they specifically need a separate score.

Genesys GCP-GCX Exam - Topic 2 Question 71 Discussion