GCX-GCD practice question 5 of 15

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

Choose your answer, then check it against the explanation and the full breakdown below.

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

Answer options

Correct Answer:

B

Explanation

According to official Genesys Cloud CX documentation, a "fatal question" is a specific attribute that can be assigned to a yes/no question within an evaluation form. If an evaluator scores a question marked as "fatal" with a "No," the system automatically overrides all other scores and assigns a final score of zero to the entire evaluation. This feature is used to highlight critical compliance or procedural failures that automatically result in a total failure of the interaction being evaluated.

Why Incorrect

A. Weighting is a separate property used to assign more importance to a question's score, but it is distinct from the fatal attribute which zeroes the entire evaluation.

C. The evaluation form's scoring logic does not have a native function to automatically remove an agent from a queue; this would be a separate administrative or workflow action.

D. Fatal and critical questions are distinct. A "No" on a critical question marks the evaluation as failed regardless of the score, while a "No" on a fatal question sets the score to 0.

References

1. Genesys Cloud CX Resource Center, "Create a quality evaluation form," Quality management.

Section: Add questions to a group > Question properties

Content: "Select the Fatal check box to mark this question as a fatal question. If an evaluator answers No to a fatal question, the evaluation's score is automatically 0." This directly supports the correct answer (B) and refutes option D by distinguishing it from the "Critical Score" checkbox described in the same section.

2. Genesys Cloud CX Resource Center, "Evaluation form and question group scoring," Quality management.

Section: Fatal questions

Content: "If an evaluator answers No to a fatal question, the evaluation’s score is automatically 0." This provides a secondary confirmation of the specific function of a fatal question. It also implicitly refutes options A and C as this is the sole defined automatic outcome.

Question 5 of 15

Question breakdown

Tests: Understand evaluation form question scoring properties
Difficulty: Easy

Key idea: Marking a yes/no question as fatal means a 'No' answer forces the whole evaluation score to zero, which is separate from weighting and from critical scoring.

How to reach the answer

The clue is the word 'fatal', which refers to a specific checkbox on evaluation questions.
Its documented effect is that a 'No' answer drops the overall evaluation score to 0.
Weighting is a separate property, so A is wrong.
Critical scoring is a distinct concept, so D is wrong.
Evaluations do not change routing or queue membership, so C is wrong.

Each option

AIncorrect. Weighting is a separate setting, and fatal status does not adjust a question's weight.
BCorrect. A 'No' on a fatal question automatically sets the entire evaluation score to zero.
CIncorrect. Evaluation forms have no effect on queue membership or routing.
DIncorrect. Critical questions feed a separate critical score and are not equivalent to fatal questions.

Common trap: In everyday language 'fatal' and 'critical' mean the same thing, so D looks right even though Genesys treats them as separate scoring mechanisms.

In practice: QA managers mark compliance checks, such as identity verification or a required disclosure, as fatal so that any miss produces a zero-score evaluation.

Remember: A fatal question answered 'No' zeroes the entire evaluation score.

Drafted with AI assistance and checked against the answer key.

Keep practicing

Take the free GCX-GCD practice test

Ten exam-style questions with answers and explanations, plus the exam facts and study guides.

Start the free practice test

More questions

Other GCX-GCD practice questions