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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

Question 1

Which metric in the Queue Detail View indicates how often GPR has been used to route interactions?
Response:

A. Wait Time Threshold
B. GPR Routing Rate
C. Outcome Comparison Index
D. Agent Utilization Score

Question 2

Which features differentiate GPR from legacy queue-based routing?
(Choose two)
Response:

A. Operates based solely on call duration
B. Uses agent ranks manually set by admins
C. Relies on AI to predict best outcome
D. Supports continuous learning from outcomes

Question 3

What are two purposes of creating segments in GPE?
(Choose two)
Response:

A. Group visitors based on behavior
B. Limit bot escalation
C. Track agent idle time
D. Trigger real-time messages

Question 4

What type of metrics can be viewed in an Action Map Report?
Response:

A. Bot-to-agent transfer count
B. Call duration and hold time
C. Offer impressions, acceptances, and conversion rate
D. Agent logins and shift adherence

Question 5

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

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

Solutions: