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

1. Which metric is most commonly analyzed in GPR test results to determine its effectiveness?
Response:

A) Average handle time (AHT)
B) Number of active agents
C) Outcome uplift percentage
D) Predicted agent sentiment

2. Which of the following best describes the core purpose of Genesys Predictive Engagement (GPE)?
Response:

A) Automating outbound call flows
B) Forecasting agent schedules
C) Proactively engaging website visitors to influence outcomes
D) Automatically adjusting billing cycles for digital campaigns

3. Once GPR is active, which of the following does the system continually use to make routing decisions?
Response:

A) Randomized agent rotations
B) Predefined agent priorities
C) Real-time IVR keyword detection
D) Predictive models trained on historical data

4. Which features differentiate GPR from legacy queue-based routing?
(Choose two)
Response:

A) Uses agent ranks manually set by admins
B) Operates based solely on call duration
C) Supports continuous learning from outcomes
D) Relies on AI to predict best outcome

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

A) True
B) False

Solutions: