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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

1. Which two types of content can be delivered through content offers in action maps?
(Choose two)
Response:

A) Pop-up coupons
B) Promotional banners
C) Agent voicemail recordings
D) Predictive outcome scores

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) Inability to scale across digital channels
D) Manual configuration of skill priorities

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

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

4. Which two of the following are valid terminologies in the GPE system?
(Choose two)
Response:

A) Visitor Engagement Language
B) Predictive Trunk Groups
C) Journey Timeline
D) Outcomes

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

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

Solutions: