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

1. Predictive Routing continuously improves over time as more interaction data becomes available.
(True/False)
Response:

A) True
B) False

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

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

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

4. An outcome must be manually assigned to every visitor to be tracked in GPE.
(True/False)
Response:

A) True
B) False

5. Which two digital channels can be tracked as part of a customer journey in Genesys Predictive Engagement?
(Choose two)
Response:

A) Website clickstream
B) SIP-to-SIP handoff
C) Web chat via Messenger
D) Fax over IP

Solutions: