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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 engagements can action maps initiate?
(Choose two)
Response:

A) Content offer
B) Web chat
C) Agent voicemail
D) Email routing

2. When creating a new queue in Genesys Cloud for Predictive Routing, which of the following is required?
Response:

A) Segment membership rules
B) Historical customer satisfaction scores
C) At least one outbound campaign
D) A routing method selection

3. Which elements are configured during the initial creation of a queue in Genesys Cloud?
(Choose two)
Response:

A) Skills assigned to the queue
B) Associated outcome scores
C) Queue's voice and digital permissions
D) Queue name and division

4. In the Journey Panel, what does the lightning bolt icon typically indicate?
Response:

A) Visitor error
B) High agent satisfaction
C) Triggered action map
D) Abandoned session

5. What does the "frequency cap" setting control in an action map?
Response:

A) The number of agents assigned to the map
B) The maximum times an action can trigger for a visitor
C) The engagement queue overflow limit
D) The number of simultaneous offers per visitor

Solutions: