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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:

1. In a Genesys Cloud queue configured with Predictive Routing, what occurs if the AI model cannot determine a high-confidence match?
Response:

A) Routing falls back to the standard method
B) The agent selection is made randomly
C) The queue is paused automatically
D) The interaction is sent to voicemail

2. Which outcome does AI in Predictive Routing aim to improve the most?
Response:

A) Customer intent detection
B) Interaction handling time
C) Business outcome likelihood
D) Agent training cost

3. What are two ways to limit when an action map triggers?
(Choose two)
Response:

A) Time-based rules
B) Engagement server latency
C) Outcome score thresholds
D) Visitor's screen resolution

4. Which two engagement types are typically part of a cross-channel journey?
(Choose two)
Response:

A) Phone queue transfer to outbound fax
B) Web engagement to agent chat
C) Database event to WFM rule
D) Page view to content offer

5. Which data point is commonly found in a Visitor Activity Report?
Response:

A) Number of agent escalations
B) Total billing units
C) Visitor session ID
D) Real-time agent count

Solutions: