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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.

Evaluation form

Multiple ask question Correct answers value of 1 incorrect value of 0

Yes or No question

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