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

1. Which two data types are evaluated by the AI model to predict routing outcomes?
(Choose two)
Response:

A) Customer sentiment data
B) Agent handle time trends
C) Interaction timestamps
D) Number of agent certifications

2. __________ identify visitors based on characteristics like location, browser, device type, etc.
Response:

A) Visitor journey attributes
B) Custom attributes
C) Campaign attributes
D) Visitor attributes

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

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

4. Which two visual indicators help agents quickly understand a visitor's digital behavior?
(Choose two)
Response:

A) Clock icon for time spent on page
B) Lightning bolt for engagement trigger
C) Red X for disconnected PSTN calls
D) Graph icon for data loss trends

5. Which two types of interaction data are shown to agents in the Journey Panel?
(Choose two)
Response:

A) Visitor's operating system logs
B) Page dwell times

Solutions: