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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

1. Customer journey information is NOT available on which of the following channels?
(Choose three answers)
Response:

A) Agentless email notifications
B) Instagram DM
C) Agent-initiated callbacks
D) Web messaging

2. Select all the actions available to use when an action map triggers.
(Choose four answers)
Response:

A) Voice call
B) Web chat
C) Instant agent interaction
D) Web messaging
E) Content offer
F) Advanced orchestration flow

3. Which two reporting features are available for Predictive Routing in Genesys Cloud?
(Choose two)
Response:

A) Export to Excel or CSV
B) Predictive model source code
C) Manual routing overrides
D) Visualization in historical dashboards

4. Agents cannot see visitor interaction details from previous sessions in the Journey Panel.
(True/False)
Response:

A) False
B) True

5. What role does the outcome score play in predictive engagement?
Response:

A) Indicates probability of achieving an outcome
B) Measures agent satisfaction
C) Determines skill assignment
D) Predicts queue overflow

Solutions: