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

1. Which two digital channels can be tracked as part of a customer journey in Genesys Predictive Engagement?
(Choose two)
Response:

A) Website clickstream
B) Fax over IP
C) SIP-to-SIP handoff
D) Web chat via Messenger

2. Which routing method distributes interactions based on the longest time since the agent last handled an interaction?
Response:

A) Last Agent Routing
B) Predictive Routing
C) Most Idle Routing
D) Standard Routing

3. Which area in Genesys Cloud provides analytics specifically for Predictive Engagement activities?
Response:

A) Action Map Analytics Dashboard
B) Script Editor Analytics View
C) Workforce Management Dashboard
D) SIP Trunk Statistics Panel

4. Which of the following is NOT a valid action in a GPE Action Map?
Response:

A) Trigger a webhook
B) Initiate a web chat
C) Launch a voice IVR
D) Display a content offer

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

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

Solutions: