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

1. Which of the following must be defined when enabling Predictive Routing for a queue?
Response:

A) Minimum number of agents
B) Daily routing limits
C) Average handle time
D) Business outcome to optimize

2. What are two primary outputs of the GPR comparison test result dashboard?
(Choose two)
Response:

A) Queue-level performance metrics
B) Agent shift adherence
C) Forecast accuracy deviation
D) Outcome uplift percentage

3. Agents cannot see visitor interaction details from previous sessions in the Journey Panel.
(True/False)
Response:

A) False
B) True

4. What is the primary function of an Action Map in Predictive Engagement?
Response:

A) To track queue length metrics
B) To define when and how to engage a visitor
C) To assign agents to digital channels
D) To forecast staffing requirements

5. Genesys Cloud automatically generates monthly reports for queues using GPR.
(True/False)
Response:

A) False
B) True

Solutions: