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

1. Which elements are configured during the initial creation of a queue in Genesys Cloud?
(Choose two)
Response:

A) Skills assigned to the queue
B) Associated outcome scores
C) Queue's voice and digital permissions
D) Queue name and division

2. Which of the following best defines an "outcome" in GPE?
Response:

A) A visitor's last known location
B) A type of chatbot intent
C) The agent assigned to a digital interaction
D) A business goal such as a purchase or form submission

3. When setting up a Predictive Routing queue, which two conditions should ideally be met for optimal performance?
Response:

A) Consistent outcome tagging
B) High agent turnover
C) Minimal use of wrap-up codes
D) Large volume of historical data

4. What are two common approaches used to structure a GPR comparison test?
(Choose two)
Response:

A) Agent clustering model
B) Random agent group exclusion
C) A/B testing model
D) Longitudinal performance tracking

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

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

Solutions: