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

1. Genesys Cloud manages customer journeys using separate platforms for Digital and Voice channels.
(True/False)
Response:

A) True
B) False

2. Which routing method distributes interactions based on the longest time since the agent last handled an interaction?
Response:

A) Standard Routing
B) Last Agent Routing
C) Most Idle Routing
D) Predictive Routing

3. Which of the following qualifies as a content offer in Predictive Engagement?
Response:

A) Real-time WFM alerts
B) A proactive discount banner triggered by behavior
C) Agent performance feedback
D) System health notifications

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

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

5. Which types of events can contribute to a visitor's journey record in Genesys Predictive Engagement?
Response:

A) Website behaviors like clicks and form submissions
B) Only system-generated call logs
C) Only events that involve a live agent
D) Database schema updates

Solutions: