A.True

B.False

A.False

B.True

A.Call broker

B.SIP proxy

C.Disaster recovery

D.SIP gateway

A.True

B.False

A.Critical questions are questions that the agent must answer.

B.Critical questions are multiple choice questions that have a higher weightage than non-critical questions.

C.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.

D.If answered "No", critical questions will result in an evaluation score of zero for the interaction.