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

1. The Journey Panel includes visual icons that represent different visitor events such as page views, engagements, and outcomes.
(True/False)
Response:

A) True
B) False

2. How are past visitor interactions shown in the Journey Timeline?
Response:

A) As log files
B) As event bubbles with timestamps
C) As node-based flowcharts
D) As agent performance scores

3. Which tool within Genesys Cloud provides access to Predictive Routing performance metrics?
Response:

A) Analytics API
B) Workforce Management
C) Interaction Details View
D) Queue Performance Dashboard

4. Which outcome does AI in Predictive Routing aim to improve the most?
Response:

A) Agent training cost
B) Customer intent detection
C) Interaction handling time
D) Business outcome likelihood

5. Which of the following is NOT a valid action in a GPE Action Map?
Response:

A) Display a content offer
B) Trigger a webhook
C) Launch a voice IVR
D) Initiate a web chat

Solutions: