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

1. In a Genesys Cloud queue configured with Predictive Routing, what occurs if the AI model cannot determine a high-confidence match?
Response:

A) The agent selection is made randomly
B) The queue is paused automatically
C) The interaction is sent to voicemail
D) Routing falls back to the standard method

2. Which metric is most commonly analyzed in GPR test results to determine its effectiveness?
Response:

A) Outcome uplift percentage
B) Predicted agent sentiment
C) Number of active agents
D) Average handle time (AHT)

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) Excessive use of AI models
C) Random agent assignment
D) Inability to scale across digital channels

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

A) False
B) True

5. What happens if the condition set in an action map is no longer met during the visitor session?
Response:

A) The action map won't trigger the engagement
B) The engagement is queued for later
C) The action map deactivates the segment
D) The engagement executes with reduced confidence

Solutions: