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

1. In the Journey Panel, what does the lightning bolt icon typically indicate?
Response:

A) Visitor error
B) High agent satisfaction
C) Triggered action map
D) Abandoned session

2. What are two primary outputs of the GPR comparison test result dashboard?
(Choose two)
Response:

A) Queue-level performance metrics
B) Agent shift adherence
C) Forecast accuracy deviation
D) Outcome uplift percentage

3. Which two characteristics are core to how GPE operates?
(Choose two)
Response:

A) Real-time visitor monitoring
B) Manual prioritization of agent scripts
C) Automatic firewall configuration
D) AI-based prediction of outcomes

4. In GPE, what is a "Journey"?
Response:

A) The path a visitor takes across touchpoints and channels
B) A list of queue transfers within IVR
C) A training module for GPE AI models
D) A summary report of daily routing activity

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

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

Solutions: