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

1. Which two insights can be derived from the Queue Detail View?
(Choose two)
Response:

A) GPR usage trend over time
B) AI model training accuracy
C) Agent sentiment consistency
D) Interaction outcome distribution

2. Which evaluation method in Predictive Routing uses agent-level performance and contact attributes to optimize decisions?
Response:

A) Conversation History Matching
B) Routing Script Overrides
C) Outcome-Based Evaluation
D) Queue Time Reduction

3. Which type of visitor data is displayed alongside interaction history for agents?
Response:

A) CRM integration logs
B) Session-based attributes and behaviors
C) Agent scoring rubrics
D) Visitor's full browsing history from all domains

4. Which metric helps identify how well an action map performs in influencing outcomes?
Response:

A) Skill evaluation ratio
B) Offer conversion rate
C) Visitor page views
D) GPR confidence score

5. Which types of events can contribute to a visitor's journey record in Genesys Predictive Engagement?
Response:

A) Only events that involve a live agent
B) Website behaviors like clicks and form submissions
C) Only system-generated call logs
D) Database schema updates

Solutions: