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

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

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

2. Which two insights can an agent gain from a visitor's interaction history?
(Choose two)
Response:

A) Internal server processing times
B) Outcome scores per page
C) Visitor scroll patterns
D) Which action maps previously triggered

3. When setting up a Predictive Routing queue, which two conditions should ideally be met for optimal performance?
Response:

A) Consistent outcome tagging
B) Minimal use of wrap-up codes
C) Large volume of historical data
D) High agent turnover

4. Which two reporting features are available for Predictive Routing in Genesys Cloud?
(Choose two)
Response:

A) Manual routing overrides
B) Visualization in historical dashboards
C) Export to Excel or CSV
D) Predictive model source code

5. An action map can only be active on a single webpage at a time.
(True/False)
Response:

A) False
B) True

Solutions: