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

1. Which two actions are part of outcome creation in Predictive Engagement?
(Choose two)
Response:

A) Define success events (e.g., form submission)
B) Set threshold values for agents
C) Enable conversion tracking
D) Choose outcome categories

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

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

3. What can be indicators of GPR effectiveness in the Detail View?
(Choose two)
Response:

A) Reduced average talk time
B) Decline in first call resolution
C) Stable or improved customer satisfaction
D) Increase in transfer rate

4. In the Journey Panel, what does the lightning bolt icon typically indicate?
Response:

A) Abandoned session
B) High agent satisfaction
C) Visitor error
D) Triggered action map

5. Which two methods are available as routing options in Genesys Cloud queues?
(Choose two)
Response:

A) Predictive Routing
B) Agent Whisper
C) Bullseye Routing
D) Call Blending

Solutions: