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

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

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

2. Which outcome does AI in Predictive Routing aim to improve the most?
Response:

A) Agent training cost
B) Business outcome likelihood
C) Interaction handling time
D) Customer intent detection

3. What is a primary limitation of legacy skills-based routing that Genesys Predictive Routing aims to overcome?
Response:

A) Manual configuration of skill priorities
B) Excessive use of AI models
C) Random agent assignment
D) Inability to scale across digital channels

4. Content offers in Predictive Engagement can only be triggered manually by agents.
(True/False)
Response:

A) True
B) False

5. A queue can only use Predictive Routing after 30 days of historical data has been collected.
(True/False)
Response:

A) True
B) False

Solutions: