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

1. Which two best practices apply when managing multiple action maps?
(Choose two)
Response:

A) Assign all to the same segment
B) Add routing script overrides
C) Set clear priority rankings
D) Avoid overlapping targeting rules

2. Which routing method distributes interactions based on the longest time since the agent last handled an interaction?
Response:

A) Standard Routing
B) Predictive Routing
C) Last Agent Routing
D) Most Idle Routing

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

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

4. Whenever you open an action map, it opens in ___________ mode by default.
Response:

A) Delete
B) Duplicate
C) Edit
D) View

5. Which setting in an action map defines the visitor audience eligible for engagement?
Response:

A) Segment filter
B) Messenger configuration
C) Outcome threshold
D) Traffic source group

Solutions: