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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
1. Which elements are configured during the initial creation of a queue in Genesys Cloud?
(Choose two)
Response:
A) Skills assigned to the queue
B) Queue name and division
C) Queue's voice and digital permissions
D) Associated outcome scores
2. Once GPR is active, which of the following does the system continually use to make routing decisions?
Response:
A) Randomized agent rotations
B) Predefined agent priorities
C) Predictive models trained on historical data
D) Real-time IVR keyword detection
3. In the Journey Panel, what does the lightning bolt icon typically indicate?
Response:
A) Abandoned session
B) Triggered action map
C) High agent satisfaction
D) Visitor error
4. Which two best practices apply when managing multiple action maps?
(Choose two)
Response:
A) Set clear priority rankings
B) Avoid overlapping targeting rules
C) Assign all to the same segment
D) Add routing script overrides
5. Which setting in an action map defines the visitor audience eligible for engagement?
Response:
A) Segment filter
B) Outcome threshold
C) Messenger configuration
D) Traffic source group
Solutions:
| Question # 1 Answer: A,B | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: A,B | Question # 5 Answer: A |
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