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

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

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

2. Which are AI-related capabilities used in Genesys Predictive Routing?
(Choose two)
Response:

A) Predictive web tracking
B) Sentiment-based agent scheduling
C) AI-driven outcome prediction
D) Intelligent agent selection

3. Which two advantages does Predictive Routing have over Bullseye routing?
(Choose two)
Response:

A) Outcome-based optimization
B) Dynamic agent selection
C) Static evaluation of agent pools
D) Lower infrastructure requirements

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

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

5. You can perform a GPR benefit assessment on queues with zero interaction data.
(True/False)
Response:

A) True
B) False

Solutions: