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

1. Which two advantages does Predictive Routing have over Bullseye routing?
(Choose two)
Response:

A) Static evaluation of agent pools
B) Lower infrastructure requirements
C) Outcome-based optimization
D) Dynamic agent selection

2. Unoffered actions are actions that neither qualify nor are offered to website visitors.
Response:

A) False
B) True

3. What type of data does Genesys Predictive Routing primarily evaluate to make routing decisions?
Response:

A) Real-time agent availability
B) Forecasted traffic volumes
C) Historical and real-time interaction data
D) Network latency data

4. In a Genesys Cloud queue configured with Predictive Routing, what occurs if the AI model cannot determine a high-confidence match?
Response:

A) The queue is paused automatically
B) The agent selection is made randomly
C) The interaction is sent to voicemail
D) Routing falls back to the standard method

5. What is one use case for using multiple action maps on a website?
Response:

A) Routing inbound emails
B) Limiting workforce management access
C) Supporting different user journeys and outcomes
D) Managing IVR prompts

Solutions: