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?
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suyog gupta
Principal Management Engineer
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Original Message:
Sent: 04-16-2025 16:50
From: Jason Kleitz
Subject: The fatal question must have select " Add N/A as an Answer"?
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."
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Jason Kleitz
Online Community Manager/Moderator
Original Message:
Sent: 04-15-2025 16:55
From: Gladys Galabay
Subject: The fatal question must have select " Add N/A as an Answer"?
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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