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

1. What is one use case for using multiple action maps on a website?
Response:

A) Managing IVR prompts
B) Limiting workforce management access
C) Supporting different user journeys and outcomes
D) Routing inbound emails

2. What can be indicators of GPR effectiveness in the Detail View?
(Choose two)
Response:

A) Stable or improved customer satisfaction
B) Reduced average talk time
C) Increase in transfer rate
D) Decline in first call resolution

3. Which two goals can GPE analytics help organizations achieve?
(Choose two)
Response:

A) Optimize visitor engagement timing
B) Reduce hardware usage
C) Improve digital conversion rates
D) Increase agent call time

4. Which are valid actions to take after completing a successful GPR test?
(Choose two)
Response:

A) Disable AI for future calls
B) Archive the queue data
C) Notify supervisors of routing change
D) Enable GPR from the queue config

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

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

Solutions: