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

1. What role does the outcome score play in predictive engagement?
Response:

A) Indicates probability of achieving an outcome
B) Predicts queue overflow
C) Measures agent satisfaction
D) Determines skill assignment

2. Which two components are evaluated in the Queue Impact View?
(Choose two)
Response:

A) Queue size forecast
B) Uplift score for selected KPIs
C) Cost per conversation
D) Routing method comparison

3. Which features differentiate GPR from legacy queue-based routing?
(Choose two)
Response:

A) Supports continuous learning from outcomes
B) Uses agent ranks manually set by admins
C) Relies on AI to predict best outcome
D) Operates based solely on call duration

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

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

5. Why would a user analyze a Segment Report in Predictive Engagement?
Response:

A) To understand how visitor groups perform against defined criteria
B) To evaluate shift scheduling
C) To analyze agent chat productivity
D) To forecast agent attrition

Solutions: