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

1. Which two methods are available as routing options in Genesys Cloud queues?
(Choose two)
Response:

A) Agent Whisper
B) Predictive Routing
C) Call Blending
D) Bullseye Routing

2. Which two insights can be derived from the Queue Detail View?
(Choose two)
Response:

A) AI model training accuracy
B) GPR usage trend over time
C) Agent sentiment consistency
D) Interaction outcome distribution

3. What must be deployed to a website to enable web tracking for Predictive Engagement?
Response:

A) WebRTC gateway
B) Predictive Router Agent
C) GPE tracking snippet (JavaScript)
D) SIP trunk

4. Which performance metric is specifically used to compare outcomes between GPR and legacy routing methods?
Response:

A) Routing decision delay
B) Agent escalation rate
C) Outcome uplift percentage
D) Customer sentiment ratio

5. What can be indicators of GPR effectiveness in the Detail View?
(Choose two)
Response:

A) Decline in first call resolution
B) Increase in transfer rate
C) Reduced average talk time
D) Stable or improved customer satisfaction

Solutions: