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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

1. Which two advantages does Predictive Routing have over Bullseye routing?
(Choose two)
Response:

A) Lower infrastructure requirements
B) Dynamic agent selection
C) Static evaluation of agent pools
D) Outcome-based optimization

2. What does the "frequency cap" setting control in an action map?
Response:

A) The engagement queue overflow limit
B) The number of agents assigned to the map
C) The maximum times an action can trigger for a visitor
D) The number of simultaneous offers per visitor

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

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

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

A) True
B) False

5. What type of metrics can be viewed in an Action Map Report?
Response:

A) Agent logins and shift adherence
B) Bot-to-agent transfer count
C) Call duration and hold time
D) Offer impressions, acceptances, and conversion rate

Solutions: