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

1. Which two types of content can be delivered through content offers in action maps?
(Choose two)
Response:

A) Pop-up coupons
B) Predictive outcome scores
C) Agent voicemail recordings
D) Promotional banners

2. What does a decrease in Average Handle Time (AHT) in the Queue Detail View suggest after enabling GPR?
Response:

A) Higher routing error rates
B) Agents are working less
C) Reduced queue depth
D) More efficient agent routing

3. Once GPR is active, which of the following does the system continually use to make routing decisions?
Response:

A) Real-time IVR keyword detection
B) Randomized agent rotations
C) Predictive models trained on historical data
D) Predefined agent priorities

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

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

5. While routing an interaction to an agent, how does Genesys Cloud route the interaction if the timeout period expires?
Response:

A) The interactions are routed using the predefined fallback routing method.
B) The interaction is automatically rejected and returned to the customer.
C) Bullseye routing method is used as the default routing method in this scenario.
D) The interactions are routed using the Standard ACD method.

Solutions: