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

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

A) True
B) False

2. Which are valid actions to take after completing a successful GPR test?
(Choose two)
Response:

A) Archive the queue data
B) Disable AI for future calls
C) Notify supervisors of routing change
D) Enable GPR from the queue config

3. 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) Randomized agent rotations
C) Predictive models trained on historical data
D) Predefined agent priorities

4. Which metric helps identify how well an action map performs in influencing outcomes?
Response:

A) Skill evaluation ratio
B) GPR confidence score
C) Offer conversion rate
D) Visitor page views

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

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

Solutions: