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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

1. Which two insights can be gained from the Visitor Activity Report?
(Choose two)
Response:

A) Visitor session duration
B) Engagement triggers fired
C) Agent handle time
D) Agent-to-visitor chat sentiment

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

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

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

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

4. In a GPR comparison test, what does the system evaluate?
Response:

A) Differences in queue wait times
B) Performance of GPR versus existing routing method
C) Agent salary and bonuses
D) Skill proficiency levels

5. Which of the following must be defined when enabling Predictive Routing for a queue?
Response:

A) Minimum number of agents
B) Average handle time
C) Daily routing limits
D) Business outcome to optimize

Solutions: