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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Genesys Predictive Engagement | - Customer Journey for Agents
|
| Genesys Predictive Routing | - Getting Started
|
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
1. Which two types of data are commonly collected through GPE web tracking?
(Choose two)
Response:
A) Number of calls transferred
B) Clickstream behavior
C) Page views and dwell time
D) Agent chat transcripts
2. Which metric in the Queue Detail View indicates how often GPR has been used to route interactions?
Response:
A) Outcome Comparison Index
B) GPR Routing Rate
C) Wait Time Threshold
D) Agent Utilization Score
3. After a successful test and validation, how is Predictive Routing activated in Genesys Cloud CX?
Response:
A) Assigning GPR permissions to agents
B) Migrating all calls to Genesys Messenger
C) Through API integration with the IVR
D) By toggling the activation switch on the queue configuration page
4. Which data point is commonly found in a Visitor Activity Report?
Response:
A) Total billing units
B) Number of agent escalations
C) Visitor session ID
D) Real-time agent count
5. Which two improvements should you look for after enabling GPR?
(Choose two)
Response:
A) Higher outcome success rate
B) Agent downtime metrics
C) Reduced call abandonment rate
D) Increase in wait time
Solutions:
| Question # 1 Answer: B,C | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: A,C |
