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

1. Which two improvements should you look for after enabling GPR?
(Choose two)
Response:

A) Higher outcome success rate
B) Increase in wait time
C) Reduced call abandonment rate
D) Agent downtime metrics

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

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

3. Unoffered actions are actions that neither qualify nor are offered to website visitors.
Response:

A) False
B) True

4. When creating a new queue in Genesys Cloud for Predictive Routing, which of the following is required?
Response:

A) Historical customer satisfaction scores
B) At least one outbound campaign
C) A routing method selection
D) Segment membership rules

5. Customer journey information is NOT available on which of the following channels?
(Choose three answers)
Response:

A) Agentless email notifications
B) Agent-initiated callbacks
C) Web messaging
D) Instagram DM

Solutions: