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

1. Which report type allows users to compare queues using GPR with those using standard routing?
Response:

A) Contact List Summary Report
B) Queue Comparison Report
C) Agent Schedule Adherence Report
D) Skill-Based Routing Audit Log

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

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

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

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

4. Which two insights can be gained from the Visitor Activity Report?
(Choose two)
Response:

A) Engagement triggers fired
B) Agent-to-visitor chat sentiment
C) Visitor session duration
D) Agent handle time

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

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

Solutions: