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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

1. Which area in Genesys Cloud provides analytics specifically for Predictive Engagement activities?
Response:

A) Action Map Analytics Dashboard
B) Script Editor Analytics View
C) Workforce Management Dashboard
D) SIP Trunk Statistics Panel

2. Which two types of data are commonly collected through GPE web tracking?
(Choose two)
Response:

A) Clickstream behavior
B) Agent chat transcripts
C) Number of calls transferred
D) Page views and dwell time

3. What is a primary limitation of legacy skills-based routing that Genesys Predictive Routing aims to overcome?
Response:

A) Excessive use of AI models
B) Inability to scale across digital channels
C) Manual configuration of skill priorities
D) Random agent assignment

4. After a successful test and validation, how is Predictive Routing activated in Genesys Cloud CX?
Response:

A) By toggling the activation switch on the queue configuration page
B) Through API integration with the IVR
C) Assigning GPR permissions to agents
D) Migrating all calls to Genesys Messenger

5. Which two benefits does the Journey Panel offer to agents?
(Choose two)
Response:

A) Automated time tracking
B) Real-time visitor context
C) Triggering new firewall rules
D) Increased personalization

Solutions: