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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Genesys Predictive Routing | - Configuration
|
| Genesys Predictive Engagement | - Action Maps
|
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
1. What is the purpose of visitor attributes in GPE?
Response:
A) Store wrap-up codes
B) Control voicemail storage
C) Describe and group visitor behavior
D) Identify CRM integration errors
2. Which two methods are available as routing options in Genesys Cloud queues?
(Choose two)
Response:
A) Bullseye Routing
B) Agent Whisper
C) Predictive Routing
D) Call Blending
3. Customer journey information is NOT available on which of the following channels?
(Choose three answers)
Response:
A) Agent-initiated callbacks
B) Agentless email notifications
C) Instagram DM
D) Web messaging
4. In GPE, what is a "Journey"?
Response:
A) A list of queue transfers within IVR
B) The path a visitor takes across touchpoints and channels
C) A training module for GPE AI models
D) A summary report of daily routing activity
5. Action maps can be prioritized to control which engagement is shown first when multiple maps are eligible.
(True/False)
Response:
A) True
B) False
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A,C | Question # 3 Answer: A,B,C | Question # 4 Answer: B | Question # 5 Answer: A |
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