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

1. Agents cannot see visitor interaction details from previous sessions in the Journey Panel.
(True/False)
Response:

A) False
B) True

2. Which two insights can an agent gain from a visitor's interaction history?
(Choose two)
Response:

A) Internal server processing times
B) Outcome scores per page
C) Visitor scroll patterns
D) Which action maps previously triggered

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

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

4. Which tool within Genesys Cloud provides access to Predictive Routing performance metrics?
Response:

A) Queue Performance Dashboard
B) Interaction Details View
C) Workforce Management
D) Analytics API

5. What is the purpose of visitor attributes in GPE?
Response:

A) Identify CRM integration errors
B) Control voicemail storage
C) Describe and group visitor behavior
D) Store wrap-up codes

Solutions: