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

2. Genesys Cloud manages customer journeys using separate platforms for Digital and Voice channels.
(True/False)
Response:

A) True
B) False

3. When analyzing GPR performance, which two filters help narrow insights?
(Choose two)
Response:

A) Preferred language
B) Business outcome
C) Agent birthday
D) Interaction media type

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

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

5. Which performance metric is specifically used to compare outcomes between GPR and legacy routing methods?
Response:

A) Routing decision delay
B) Outcome uplift percentage
C) Agent escalation rate
D) Customer sentiment ratio

Solutions: