Evaluation scoring

Quality evaluators score customer interactions in order to help contact center agents improve performance and consistency. The quality administrator can enable the following scoring features within an evaluation form:

  • Default to highest scoring answer—Sets the form to the ideal answer so that evaluators can focus on incorrect responses
  • Fatal question—A question that results in an overall evaluation score of 0 if answered incorrectly.
  • Critical question—Marks a question as critical; interaction scores show an overall score and a critical question score.