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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

1. Once GPR is active, which of the following does the system continually use to make routing decisions?
Response:

A) Predefined agent priorities
B) Randomized agent rotations
C) Real-time IVR keyword detection
D) Predictive models trained on historical data

2. Which two metrics are key when analyzing Action Map Reports?
(Choose two)
Response:

A) Offer impressions
B) Outbound email responses
C) Conversion events
D) Agent login times

3. Customer journey information is NOT available on which of the following channels?
(Choose three answers)
Response:

A) Agentless email notifications
B) Web messaging
C) Instagram DM
D) Agent-initiated callbacks

4. Which two types of engagements can action maps initiate?
(Choose two)
Response:

A) Web chat
B) Content offer
C) Agent voicemail
D) Email routing

5. In a Genesys Cloud queue configured with Predictive Routing, what occurs if the AI model cannot determine a high-confidence match?
Response:

A) The interaction is sent to voicemail
B) Routing falls back to the standard method
C) The agent selection is made randomly
D) The queue is paused automatically

Solutions: