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

2. Running a benefit assessment incurs no cost.
(True/False)
Response:

A) False
B) True

3. In a Genesys Cloud queue configured with Predictive Routing, what occurs if the AI model cannot determine a high-confidence match?
Response:

A) The agent selection is made randomly
B) The interaction is sent to voicemail
C) Routing falls back to the standard method
D) The queue is paused automatically

4. What is the primary function of an Action Map in Predictive Engagement?
Response:

A) To assign agents to digital channels
B) To define when and how to engage a visitor
C) To forecast staffing requirements
D) To track queue length metrics

5. What are two ways to limit when an action map triggers?
(Choose two)
Response:

A) Engagement server latency
B) Visitor's screen resolution
C) Outcome score thresholds
D) Time-based rules

Solutions: