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

1. After a successful test and validation, how is Predictive Routing activated in Genesys Cloud CX?
Response:

A) Assigning GPR permissions to agents
B) By toggling the activation switch on the queue configuration page
C) Migrating all calls to Genesys Messenger
D) Through API integration with the IVR

2. Which are AI-related capabilities used in Genesys Predictive Routing?
(Choose two)
Response:

A) Sentiment-based agent scheduling
B) Intelligent agent selection
C) AI-driven outcome prediction
D) Predictive web tracking

3. Predictive Routing continuously improves over time as more interaction data becomes available.
(True/False)
Response:

A) True
B) False

4. To utilize predictive routing to its best potential, at least _____ days of data is required.
Response:

A) 30
B) 90
C) 60
D) 120

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

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

Solutions: