Which of the following statements defines a critical question in an Evaluation Form?

Which of the following statements defines a critical question in an Evaluation Form?
A . Critical questions are used to prioritize questions that are critical to the success of an interaction. A separate critical score is calculated for critical questions.
B. Critical questions are questions that the agent must answer.
C. Critical questions are multiple choice questions that have a higher weightage than non-critical questions.
D. If answered "No", critical questions will result in an evaluation score of zero for the interaction.

View Answer

Answer: D

Explanation:

Reference: https://help.mypurecloud.com/glossary/critical-question/#:~:text=In%20Quality%20Management%2C%20critical%20question,the%20succ ess%20of%20an%20interaction