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

1. In a GPR comparison test, what does the system evaluate?
Response:

A) Differences in queue wait times
B) Agent salary and bonuses
C) Performance of GPR versus existing routing method
D) Skill proficiency levels

2. What type of metrics can be viewed in an Action Map Report?
Response:

A) Call duration and hold time
B) Bot-to-agent transfer count
C) Offer impressions, acceptances, and conversion rate
D) Agent logins and shift adherence

3. 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) Excessive use of AI models
D) Manual configuration of skill priorities

4. What is the purpose of visitor attributes in GPE?
Response:

A) Describe and group visitor behavior
B) Control voicemail storage
C) Identify CRM integration errors
D) Store wrap-up codes

5. Genesys Cloud automatically generates monthly reports for queues using GPR.
(True/False)
Response:

A) True
B) False

Solutions: