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  • 1.  The fatal question must have select " Add N/A as an Answer"?

    Posted 04-15-2025 16:56
    No replies, thread closed.

    Hi everyone

    I have a doubt respect the evaluation form weights:

    My customer have some questions marked like critical (fatal) and also, the same questions, have mark the answer propertie "add N/A as an answer"

    We do not understand how Genesys distribute the weights, I saw some examples of evaluation of forms with critical score, question groups and questions with NA but no a combination of it

    https://help.mypurecloud.com/articles/evaluation-form-weights/

    Somebody know  first if this correct that a critical (fatal) question have a NA option and how it affect in the weight of the form?


    #QualityManagement

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    Gladys Galabay
    Ingeniero Senior
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  • 2.  RE: The fatal question must have select " Add N/A as an Answer"?
    Best Answer

    Posted 04-16-2025 16:50
    No replies, thread closed.

    Hello Gladys,

    The formula for calculating a critical score is as follows:
    (Critical Question 1 Points / Total Number of Critical Question Points) + (Critical Question 2 Points / Total Number of Critical Question Points) +….+ (Critical Question N Points / Total Number of Critical Question Points) 

    In addition to that, I wanted to include the following to your question. 

    From https://help.mypurecloud.com/articles/evaluation-form-weights/

    Critical questions must be scored "Yes" or "No." 



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: The fatal question must have select " Add N/A as an Answer"?

    Posted 05-15-2025 13:01
    No replies, thread closed.

    Can you please clarify... 

    Critical questions must be scored "Yes" or "No." 

    A critical question can not have a N/A answer Enabled?? 

     



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    Julie Kleedorfer
    Administrative Assistant
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    Original Message


  • 4.  RE: The fatal question must have select " Add N/A as an Answer"?

    Posted 07-22-2025 15:59
    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


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