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

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

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

2. Which two data types are evaluated by the AI model to predict routing outcomes?
(Choose two)
Response:

A) Customer sentiment data
B) Number of agent certifications
C) Interaction timestamps
D) Agent handle time trends

3. An action map can only be active on a single webpage at a time.
(True/False)
Response:

A) False
B) True

4. A queue can only use Predictive Routing after 30 days of historical data has been collected.
(True/False)
Response:

A) False
B) True

5. While routing an interaction to an agent, how does Genesys Cloud route the interaction if the timeout period expires?
Response:

A) Bullseye routing method is used as the default routing method in this scenario.
B) The interactions are routed using the Standard ACD method.
C) The interactions are routed using the predefined fallback routing method.
D) The interaction is automatically rejected and returned to the customer.

Solutions: