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

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

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

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

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

3. What is a primary limitation of legacy skills-based routing that Genesys Predictive Routing aims to overcome?
Response:

A) Manual configuration of skill priorities
B) Random agent assignment
C) Excessive use of AI models
D) Inability to scale across digital channels

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

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

5. Which two goals can GPE analytics help organizations achieve?
(Choose two)
Response:

A) Increase agent call time
B) Optimize visitor engagement timing
C) Reduce hardware usage
D) Improve digital conversion rates

Solutions: