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

1. Which configuration setting determines how long Predictive Routing waits for the best agent before expanding the search?
Response:

A) Bullseye Ring Delay
B) Maximum Conversation Time
C) GPR Decision Timeout
D) Preferred Agent Wait Time

2. What are two ways to limit when an action map triggers?
(Choose two)
Response:

A) Visitor's screen resolution
B) Engagement server latency
C) Time-based rules
D) Outcome score thresholds

3. In the Queue Impact View, which KPI would most likely be tracked for a sales-focused outcome?
Response:

A) Sentiment score
B) Wait time
C) Transfer rate
D) Conversion rate

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

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

5. Which two visual indicators help agents quickly understand a visitor's digital behavior?
(Choose two)
Response:

A) Graph icon for data loss trends
B) Clock icon for time spent on page
C) Lightning bolt for engagement trigger
D) Red X for disconnected PSTN calls

Solutions: