Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Critical vs Fatal question

    Posted 11-02-2023 14:25
    No replies, thread closed.

    If I'm understanding it correctly, if an Evaluator gives a "no" answer to a fatal question that automatically gives the agents a 0% on that evaluation.

    If a question is set to critical and the Evaluators gives a "no" answer what happens? I'm not understanding what a critical question is if it's not fatal.

    Thank you!


    #QualityManagement

    ------------------------------
    Julie Kleedorfer
    Inspiritec, Inc.
    ------------------------------


  • 2.  RE: Critical vs Fatal question

    Posted 11-02-2023 15:36
    No replies, thread closed.

    Hi Julie, I'm a little rusty on this and others can chip in and correct me.  I believe what happens is it will basically keep track of two scores - the overall evaluation score, and a score for just the questions you've marked as critical.  In this case you may have 10 questions, 8 of which are just "did the agent say hello nicely" type questions, but you may have a focus on upselling so you might have 2 that are "did they attempt to sell xyz product".  In which case you'll see a score for the overall 10 questions, and a score for just those 2 you marked as critical. 

    Fatal on the other hand could be something like "did they ask for proper identification and validate the customer".  You may consider a security check failure bad enough to flag the whole evaluation as a failure.



    ------------------------------
    Vaun McCarthy
    ------------------------------

    Original Message


  • 3.  RE: Critical vs Fatal question

    Posted 11-14-2023 23:40
    No replies, thread closed.

    Julie,

    Adding to Vaun's comments, the only type of questions that support critical and/or fatal are the boolean-type ("yes/no") questions. Some examples of using critical/fatal in the evaluation form:

    • [Healthcare] If the agent does not properly verify member details before releasing HIPAA-based information, then fail the evaluation
    • [Financial services] If the agent does not read back transaction-related elements that they are going to execute for the customer, then trigger the failure
    • [Generic use case] If the agent does not greet the customer with the corporate branded script and ask an initial probing question, then trigger the failure

    A good practice might be to place the critical/fatal questions in their own question group in the evaluation form so that the "yes" response to the question doesn't impact the overall score. This can be done by setting the scaling factor (or weight) for the question group to 0. Another good practice might be to only conditionally display the fata question, based on previous responses in the evaluation. I've attached a couple of screenshots to help visualize how this can be done.

    Lastly, when configuring the fatal question, although the default "yes/no" question and point values will suffice, the fatality behavior will be triggered against the lowest point value and not the order of the answers. Therefore, it depends on the wording that one uses for the fatal question(s).

    e.g. "Did the agent not release sensitive customer information?" No = 5 points, Yes = 0 points. Choosing "Yes" will cause an overall failure to the evaluation.



    ------------------------------
    Robert Bruno
    Senior Principal PS Consultant (WEM)
    Genesys
    ------------------------------

    Original Message


  • 4.  RE: Critical vs Fatal question

    Posted 07-22-2025 15:57
    No replies, thread closed.

    Hi - so i have scenario where for one of the question (Yes/NO type), i want to give bonus points to a agent if they right thing on that question and at the same not deduct a point from overall score, if they did not do the right thing. Is there a way to use fatal/critical feature for this? Currently, if i give lets say 1 point to Yes and 0 points to No. Then overall score remains at 100% if yes is selected, but it gets reduced (e.g. 98.6%) if NO is selected. 

    Appreciate if you can provide some insight to it?



    ------------------------------
    suyog gupta
    Principal Management Engineer
    ------------------------------

    Original Message


Related Content