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

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

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

2. Select all the actions available to use when an action map triggers.
(Choose four answers)
Response:

A) Web messaging
B) Content offer
C) Instant agent interaction
D) Voice call
E) Web chat
F) Advanced orchestration flow

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

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

4. What does the "frequency cap" setting control in an action map?
Response:

A) The maximum times an action can trigger for a visitor
B) The number of agents assigned to the map
C) The engagement queue overflow limit
D) The number of simultaneous offers per visitor

5. Which routing method distributes interactions based on the longest time since the agent last handled an interaction?
Response:

A) Standard Routing
B) Most Idle Routing
C) Predictive Routing
D) Last Agent Routing

Solutions: