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

1. Once GPR is active, which of the following does the system continually use to make routing decisions?
Response:

A) Real-time IVR keyword detection
B) Predictive models trained on historical data
C) Predefined agent priorities
D) Randomized agent rotations

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

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

3. In the Queue Impact View, which KPI would most likely be tracked for a sales-focused outcome?
Response:

A) Transfer rate
B) Wait time
C) Conversion rate
D) Sentiment score

4. Which features differentiate GPR from legacy queue-based routing?
(Choose two)
Response:

A) Operates based solely on call duration
B) Supports continuous learning from outcomes
C) Uses agent ranks manually set by admins
D) Relies on AI to predict best outcome

5. What is a primary limitation of legacy skills-based routing that Genesys Predictive Routing aims to overcome?
Response:

A) Inability to scale across digital channels
B) Excessive use of AI models
C) Manual configuration of skill priorities
D) Random agent assignment

Solutions: