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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

1. Which evaluation method in Predictive Routing uses agent-level performance and contact attributes to optimize decisions?
Response:

A) Routing Script Overrides
B) Conversation History Matching
C) Queue Time Reduction
D) Outcome-Based Evaluation

2. Which outcome does AI in Predictive Routing aim to improve the most?
Response:

A) Customer intent detection
B) Business outcome likelihood
C) Agent training cost
D) Interaction handling time

3. Which of the following qualifies as a content offer in Predictive Engagement?
Response:

A) A proactive discount banner triggered by behavior
B) Real-time WFM alerts
C) Agent performance feedback
D) System health notifications

4. 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

5. Which setting in an action map defines the visitor audience eligible for engagement?
Response:

A) Messenger configuration
B) Outcome threshold
C) Segment filter
D) Traffic source group

Solutions: