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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Genesys Predictive Routing | - Getting Started
|
| Topic 2: Genesys Predictive Engagement | - Customer Journey for Agents
|
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
Which two types of content can be delivered through content offers in action maps?
(Choose two)
Response:
- A. Promotional banners
- B. Predictive outcome scores
- C. Pop-up coupons
- D. Agent voicemail recordings
Correct Answer: A,C 🗳️
While routing an interaction to an agent, how does Genesys Cloud route the interaction if the timeout period expires?
Response:
- A. The interaction is automatically rejected and returned to the customer.
- B. The interactions are routed using the Standard ACD method.
- C. The interactions are routed using the predefined fallback routing method.
- D. Bullseye routing method is used as the default routing method in this scenario.
Correct Answer: C 🗳️
Genesys Cloud manages customer journeys using separate platforms for Digital and Voice channels.
(True/False)
Response:
- A. True
- B. False
Correct Answer: B 🗳️
Which two metrics are key when analyzing Action Map Reports?
(Choose two)
Response:
- A. Offer impressions
- B. Outbound email responses
- C. Conversion events
- D. Agent login times
Correct Answer: A,C 🗳️
Genesys Cloud automatically generates monthly reports for queues using GPR.
(True/False)
Response:
- A. True
- B. False
Correct Answer: B 🗳️
