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

1. Whenever you open an action map, it opens in ___________ mode by default.
Response:

A) Edit
B) Delete
C) View
D) Duplicate

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

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

3. Why would a user analyze a Segment Report in Predictive Engagement?
Response:

A) To understand how visitor groups perform against defined criteria
B) To analyze agent chat productivity
C) To forecast agent attrition
D) To evaluate shift scheduling

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

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

5. What is the primary function of an Action Map in Predictive Engagement?
Response:

A) To track queue length metrics
B) To define when and how to engage a visitor
C) To assign agents to digital channels
D) To forecast staffing requirements

Solutions: