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

1. Which type of visitor data is displayed alongside interaction history for agents?
Response:

A) Agent scoring rubrics
B) Visitor's full browsing history from all domains
C) Session-based attributes and behaviors
D) CRM integration logs

2. Which metric in the Queue Detail View indicates how often GPR has been used to route interactions?
Response:

A) Wait Time Threshold
B) Agent Utilization Score
C) GPR Routing Rate
D) Outcome Comparison Index

3. Which evaluation method in Predictive Routing uses agent-level performance and contact attributes to optimize decisions?
Response:

A) Outcome-Based Evaluation
B) Routing Script Overrides
C) Queue Time Reduction
D) Conversation History Matching

4. Which two visual indicators help agents quickly understand a visitor's digital behavior?
(Choose two)
Response:

A) Clock icon for time spent on page
B) Lightning bolt for engagement trigger
C) Red X for disconnected PSTN calls
D) Graph icon for data loss trends

5. 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) Avoid overlapping targeting rules
D) Set clear priority rankings

Solutions: