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

1. Which of the following qualifies as a content offer in Predictive Engagement?
Response:

A) Real-time WFM alerts
B) A proactive discount banner triggered by behavior
C) System health notifications
D) Agent performance feedback

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

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

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

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

4. Which two reporting features are available for Predictive Routing in Genesys Cloud?
(Choose two)
Response:

A) Manual routing overrides
B) Visualization in historical dashboards
C) Export to Excel or CSV
D) Predictive model source code

5. Which two insights can Segment Reports provide?
(Choose two)
Response:

A) Visitor engagement trends across segments
B) Segment overlap diagnostics
C) Agent fatigue indicators
D) Segment-specific outcome performance

Solutions: