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

1. Which are AI-related capabilities used in Genesys Predictive Routing?
(Choose two)
Response:

A) Sentiment-based agent scheduling
B) AI-driven outcome prediction
C) Predictive web tracking
D) Intelligent agent selection

2. The Journey Panel includes visual icons that represent different visitor events such as page views, engagements, and outcomes.
(True/False)
Response:

A) False
B) True

3. __________ identify visitors based on characteristics like location, browser, device type, etc.
Response:

A) Campaign attributes
B) Visitor journey attributes
C) Visitor attributes
D) Custom attributes

4. While routing an interaction to an agent, how does Genesys Cloud route the interaction if the timeout period expires?
Response:

A) The interactions are routed using the Standard ACD method.
B) Bullseye routing method is used as the default routing method in this scenario.
C) The interaction is automatically rejected and returned to the customer.
D) The interactions are routed using the predefined fallback routing method.

5. Which of the following can be used to trigger an action map?
Response:

A) Number of outbound calls completed
B) Visitor behavior such as time on page or cart abandonment
C) Agent's time since last interaction
D) Scheduled report generation

Solutions: