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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Genesys Predictive Routing | - Configuration
|
| Genesys Predictive Engagement | - Setup and Configuration
|
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
Which report type allows users to compare queues using GPR with those using standard routing?
Response:
- A. Contact List Summary Report
- B. Queue Comparison Report
- C. Agent Schedule Adherence Report
- D. Skill-Based Routing Audit Log
Correct Answer: B 🗳️
What is a primary limitation of legacy skills-based routing that Genesys Predictive Routing aims to overcome?
Response:
- A. Inability to scale across digital channels
- B. Random agent assignment
- C. Manual configuration of skill priorities
- D. Excessive use of AI models
Correct Answer: C 🗳️
Which performance metric is specifically used to compare outcomes between GPR and legacy routing methods?
Response:
- A. Outcome uplift percentage
- B. Customer sentiment ratio
- C. Routing decision delay
- D. Agent escalation rate
Correct Answer: A 🗳️
Which two insights can be gained from the Visitor Activity Report?
(Choose two)
Response:
- A. Engagement triggers fired
- B. Agent-to-visitor chat sentiment
- C. Visitor session duration
- D. Agent handle time
Correct Answer: A,C 🗳️
Which two components can be modified post-queue creation to fine-tune Predictive Routing?
(Choose two)
Response:
- A. Wait time thresholds
- B. Business outcome
- C. Agent user ID
- D. AI model weight configurations
Correct Answer: A,B 🗳️
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