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/