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

1. An outcome must be manually assigned to every visitor to be tracked in GPE.
(True/False)
Response:

A) True
B) False

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

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

3. From which Genesys Cloud sections can you access GPE analytics?
(Choose two)
Response:

A) Directory
B) Admin
C) Documents
D) Performance

4. What type of data does Genesys Predictive Routing primarily evaluate to make routing decisions?
Response:

A) Historical and real-time interaction data
B) Real-time agent availability
C) Network latency data
D) Forecasted traffic volumes

5. Which two components can be modified post-queue creation to fine-tune Predictive Routing?
(Choose two)
Response:

A) Business outcome
B) Agent user ID
C) Wait time thresholds
D) AI model weight configurations

Solutions: