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

1. Which two digital channels can be tracked as part of a customer journey in Genesys Predictive Engagement?
(Choose two)
Response:

A) Web chat via Messenger
B) Fax over IP
C) Website clickstream
D) SIP-to-SIP handoff

2. Where can agents find predictive scores about a visitor's likelihood to achieve a defined business outcome?
Response:

A) In the Messenger Admin Panel
B) Under "Agent Scripts"
C) Within the Journey Panel in the agent UI
D) Inside the Workforce Management dashboard

3. Which of the following is NOT a valid action in a GPE Action Map?
Response:

A) Trigger a webhook
B) Display a content offer
C) Initiate a web chat
D) Launch a voice IVR

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

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

5. GPE web tracking works even if a visitor disables cookies in their browser.
(True/False)
Response:

A) False
B) True

Solutions: