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.