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

1. Which two types of interaction data are shown to agents in the Journey Panel?
(Choose two)
Response:

A) Page dwell times
B) Visitor's operating system logs

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

A) True
B) False

3. Which configuration setting determines how long Predictive Routing waits for the best agent before expanding the search?
Response:

A) Maximum Conversation Time
B) Preferred Agent Wait Time
C) Bullseye Ring Delay
D) GPR Decision Timeout

4. Which two best practices apply when managing multiple action maps?
(Choose two)
Response:

A) Add routing script overrides
B) Set clear priority rankings
C) Assign all to the same segment
D) Avoid overlapping targeting rules

5. Which performance metric is specifically used to compare outcomes between GPR and legacy routing methods?
Response:

A) Agent escalation rate
B) Outcome uplift percentage
C) Routing decision delay
D) Customer sentiment ratio

Solutions: