Evluation form

Evaluation Forms – Key UI Fields Explained

Evaluation forms are used by supervisors and evaluators to score recorded interactions.
These fields control how scoring behaves, how compliance failures are handled, and how evaluators interact with the form.

Critical Evaluation Fields

Field	Description	Implementation Purpose	Example Use
Question Group	Logical grouping of related questions within the evaluation form.	Organizes the evaluation into sections such as compliance, greeting, and product knowledge.	Compliance / Greeting / Soft Skills
Question Type	Defines how the evaluator answers the question.	Determines scoring behavior.	Multiple Choice / Yes-No / Range
Points	Numeric value assigned to each answer option.	Used to calculate the final evaluation score.	Correct answer = 1, Incorrect = 0
Help Text	Tooltip displayed to the evaluator when hovering over the question.	Provides guidance on how to score the question.	“Agent must verify customer identity before proceeding.”
Require Additional Comments	Forces the evaluator to enter comments for the question.	Ensures detailed feedback for coaching or compliance.	Required for low scoring answers
Conditional Question	Displays the question only if a prior condition is met.	Keeps evaluation forms shorter and more context-aware.	Only show escalation question if customer asked for supervisor

Fatal Question

Field	Description	Implementation Purpose	Example
Fatal Question	If the evaluator marks this question as incorrect, the entire evaluation automatically fails, regardless of the total score.	Used for critical compliance or legal requirements where failure is unacceptable.	“Did the agent verify customer identity?”

Behavior

Agent Interaction
        ↓
Evaluator answers Fatal Question
        ↓
Incorrect Answer
        ↓
Entire Evaluation Score = Fail

When to Use Fatal Questions

Scenario	Reason
Compliance violations	Regulatory requirement
Security verification failure	Customer identity not verified
Mandatory script not followed	Legal disclosures

Critical Question

Field	Description	Implementation Purpose	Example
Critical Question	Important question that significantly impacts the evaluation score but does not automatically fail the entire evaluation.	Ensures high impact scoring without automatic failure.	“Did the agent provide the correct product information?”

Behavior

Agent Interaction
        ↓
Evaluator answers Critical Question
        ↓
Incorrect Answer
        ↓
Points Deducted from Score

When to Use Critical Questions

Scenario	Reason
Customer experience standards	Greeting or empathy
Product knowledge verification	Accuracy of information
Process adherence	Proper workflow followed

Range Question

Field	Description	Implementation Purpose	Example
Range Question	Allows evaluator to score on a scale.	Used to measure qualitative performance.	1–5 rating scale

Example:

Score	Meaning
1	Poor
3	Acceptable
5	Excellent

Yes / No Question

Field	Description	Implementation Purpose	Example
Yes / No Question	Binary scoring question.	Used for compliance checks.	“Did the agent greet the customer properly?”

Points Example:

Answer	Points
Yes	1
No	0

Multiple Choice Question

Field	Description	Implementation Purpose	Example
Multiple Choice	Evaluator chooses from multiple predefined answers.	Useful for structured scoring.	Greeting quality rating

Example Options:

Answer	Points
Excellent	5
Good	3
Poor	1

Evaluation Scoring Example

Evaluation Form: Customer Service Review

Section 1: Compliance
    Fatal Question → Identity Verification

Section 2: Customer Experience
    Range Question → Professionalism (1–5)

Section 3: Product Knowledge
    Multiple Choice → Correct Information

Best Practices for Evaluation Forms

Practice	Reason
Use fatal questions sparingly	Prevent unnecessary evaluation failures
Use range questions for soft skills	Better measure qualitative performance
Provide help text for every question	Improves evaluator consistency
Group questions logically	Makes evaluation easier to follow
Use conditional questions	Reduces form complexity

Quick Interview Cheat Sheet

Question	Answer
What is a Fatal Question in Genesys Cloud?	A question that automatically fails the entire evaluation if answered incorrectly.
When should fatal questions be used?	Compliance or regulatory requirements.
What is a Critical Question?	High-importance question that impacts score but does not automatically fail the evaluation.
Why use range questions?	To evaluate qualitative performance like empathy or professionalism.

Key Takeaway

Fatal questions enforce compliance requirements, while critical questions and scoring questions help measure agent performance and customer experience quality.