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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

1. Predictive Routing only works for voice interactions and is not supported for digital channels.
(True/False)
Response:

A) False
B) True

2. Which two types of interaction data are shown to agents in the Journey Panel?
(Choose two)
Response:

A) Visitor's operating system logs
B) Page dwell times

3. Which of the following must be defined when enabling Predictive Routing for a queue?
Response:

A) Average handle time
B) Business outcome to optimize
C) Minimum number of agents
D) Daily routing limits

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

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

5. Which two export formats are supported when exporting GPE reports?
(Choose two)
Response:

A) PDF
B) HTML
C) PowerPoint
D) Excel (XLSX)

Solutions: