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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

1. Which of the following can be used to trigger an action map?
Response:

A) Agent's time since last interaction
B) Scheduled report generation
C) Visitor behavior such as time on page or cart abandonment
D) Number of outbound calls completed

2. Which are AI-related capabilities used in Genesys Predictive Routing?
(Choose two)
Response:

A) AI-driven outcome prediction
B) Intelligent agent selection
C) Predictive web tracking
D) Sentiment-based agent scheduling

3. Which two improvements should you look for after enabling GPR?
(Choose two)
Response:

A) Increase in wait time
B) Agent downtime metrics
C) Higher outcome success rate
D) Reduced call abandonment rate

4. What are two common approaches used to structure a GPR comparison test?
(Choose two)
Response:

A) Random agent group exclusion
B) Agent clustering model
C) A/B testing model
D) Longitudinal performance tracking

5. 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) Excessive use of AI models
D) Manual configuration of skill priorities

Solutions: