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

1. What role does the outcome score play in predictive engagement?
Response:

A) Predicts queue overflow
B) Measures agent satisfaction
C) Determines skill assignment
D) Indicates probability of achieving an outcome

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

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

3. When creating a new queue in Genesys Cloud for Predictive Routing, which of the following is required?
Response:

A) Historical customer satisfaction scores
B) Segment membership rules
C) At least one outbound campaign
D) A routing method selection

4. What must be deployed to a website to enable web tracking for Predictive Engagement?
Response:

A) GPE tracking snippet (JavaScript)
B) SIP trunk
C) Predictive Router Agent
D) WebRTC gateway

5. Customer journey information is NOT available on which of the following channels?
(Choose three answers)
Response:

A) Agentless email notifications
B) Web messaging
C) Agent-initiated callbacks
D) Instagram DM

Solutions: