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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

1. Unoffered actions are actions that neither qualify nor are offered to website visitors.
Response:

A) False
B) True

2. The Journey Panel includes visual icons that represent different visitor events such as page views, engagements, and outcomes.
(True/False)
Response:

A) False
B) True

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

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

4. What is a primary limitation of legacy skills-based routing that Genesys Predictive Routing aims to overcome?
Response:

A) Random agent assignment
B) Manual configuration of skill priorities
C) Excessive use of AI models
D) Inability to scale across digital channels

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

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

Solutions: