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

1. What does a decrease in Average Handle Time (AHT) in the Queue Detail View suggest after enabling GPR?
Response:

A) Reduced queue depth
B) More efficient agent routing
C) Agents are working less
D) Higher routing error rates

2. What does a high segment drop-off rate typically indicate?
Response:

A) A successful targeting strategy
B) Accurate journey prediction
C) Visitors are exiting before meaningful engagement
D) Overloaded agent queues

3. Which two engagement types are typically part of a cross-channel journey?
(Choose two)
Response:

A) Page view to content offer
B) Web engagement to agent chat
C) Database event to WFM rule
D) Phone queue transfer to outbound fax

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

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

5. Which features differentiate GPR from legacy queue-based routing?
(Choose two)
Response:

A) Operates based solely on call duration
B) Supports continuous learning from outcomes
C) Uses agent ranks manually set by admins
D) Relies on AI to predict best outcome

Solutions: