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

1. Customer journey information is NOT available on which of the following channels?
(Choose three answers)
Response:

A) Web messaging
B) Agent-initiated callbacks
C) Instagram DM
D) Agentless email notifications

2. Which two types of data are commonly collected through GPE web tracking?
(Choose two)
Response:

A) Page views and dwell time
B) Agent chat transcripts
C) Clickstream behavior
D) Number of calls transferred

3. Predictive Routing only works for voice interactions and is not supported for digital channels.
(True/False)
Response:

A) True
B) False

4. Which two characteristics are core to how GPE operates?
(Choose two)
Response:

A) AI-based prediction of outcomes
B) Manual prioritization of agent scripts
C) Automatic firewall configuration
D) Real-time visitor monitoring

5. What can be indicators of GPR effectiveness in the Detail View?
(Choose two)
Response:

A) Stable or improved customer satisfaction
B) Decline in first call resolution
C) Reduced average talk time
D) Increase in transfer rate

Solutions: