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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Genesys Predictive Routing | - Getting Started
|
| Topic 2: Genesys Predictive Engagement | - Action Maps
|
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
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
Correct Answer: C 🗳️
Genesys Cloud automatically generates monthly reports for queues using GPR.
(True/False)
Response:
- A. True
- B. False
Correct Answer: B 🗳️
Which two metrics are key when analyzing Action Map Reports?
(Choose two)
Response:
- A. Outbound email responses
- B. Agent login times
- C. Conversion events
- D. Offer impressions
Correct Answer: C,D 🗳️
Which two reporting features are available for Predictive Routing in Genesys Cloud?
(Choose two)
Response:
- A. Manual routing overrides
- B. Export to Excel or CSV
- C. Predictive model source code
- D. Visualization in historical dashboards
Correct Answer: B,D 🗳️
What role does the outcome score play in predictive engagement?
Response:
- A. Measures agent satisfaction
- B. Determines skill assignment
- C. Indicates probability of achieving an outcome
- D. Predicts queue overflow
Correct Answer: C 🗳️
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