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

1. Which of the following must be defined when enabling Predictive Routing for a queue?
Response:

A) Business outcome to optimize
B) Daily routing limits
C) Minimum number of agents
D) Average handle time

2. Predictive Engagement reports in Genesys Cloud can be scheduled for automated delivery.
(True/False)
Response:

A) True
B) False

3. Which evaluation method in Predictive Routing uses agent-level performance and contact attributes to optimize decisions?
Response:

A) Outcome-Based Evaluation
B) Queue Time Reduction
C) Routing Script Overrides
D) Conversation History Matching

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

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

5. 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

Solutions: