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

2. Which two components can be modified post-queue creation to fine-tune Predictive Routing?
(Choose two)
Response:

A) AI model weight configurations
B) Business outcome
C) Wait time thresholds
D) Agent user ID

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

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

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

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

5. What must be deployed to a website to enable web tracking for Predictive Engagement?
Response:

A) GPE tracking snippet (JavaScript)
B) SIP trunk
C) WebRTC gateway
D) Predictive Router Agent

Solutions: