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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

1. Which two components are evaluated in the Queue Impact View?
(Choose two)
Response:

A) Routing method comparison
B) Queue size forecast
C) Uplift score for selected KPIs
D) Cost per conversation

2. Which evaluation method in Predictive Routing uses agent-level performance and contact attributes to optimize decisions?
Response:

A) Outcome-Based Evaluation
B) Routing Script Overrides
C) Conversation History Matching
D) Queue Time Reduction

3. What is the primary function of an Action Map in Predictive Engagement?
Response:

A) To forecast staffing requirements
B) To define when and how to engage a visitor
C) To assign agents to digital channels
D) To track queue length metrics

4. Which Genesys Cloud interface allows agents to view a customer's digital journey in real-time?
Response:

A) Predictive Engagement Journey Panel
B) Architect
C) Workforce Engagement Panel
D) Interaction Details View

5. Which of the following is an example of a supported customer journey channel in Predictive Engagement?
Response:

A) Direct FTP engagement
B) PSTN call routing
C) Email-to-Fax
D) Web chat via Messenger

Solutions: