Genesys GCX-AI-GPE 問題練習

Question No : 1
Which two improvements should you look for after enabling GPR? (Choose two)

• A.Increase in wait time
• B.Higher outcome success rate
• C.Reduced call abandonment rate
• D.Agent downtime metrics

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Question No : 2
Which two goals can GPE analytics help organizations achieve? (Choose two)

• A.Reduce hardware usage
• B.Improve digital conversion rates
• C.Optimize visitor engagement timing
• D.Increase agent call time

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Question No : 3
Which two export formats are supported when exporting GPE reports? (Choose two)

• A.HTML
• B.Excel (XLSX)
• C.PDF
• D.PowerPoint

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Question No : 4
Which area in Genesys Cloud provides analytics specifically for Predictive Engagement activities?

• A.Workforce Management Dashboard
• B.Action Map Analytics Dashboard
• C.Script Editor Analytics View
• D.SIP Trunk Statistics Panel

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Question No : 5
Where can agents find predictive scores about a visitor’s likelihood to achieve a defined business outcome?

• A.Under "Agent Scripts"
• B.In the Messenger Admin Panel
• C.Within the Journey Panel in the agent UI
• D.Inside the Workforce Management dashboard

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Question No : 6
Which two reporting features are available for Predictive Routing in Genesys Cloud? (Choose two)

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

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Question No : 7
Customer journey information is NOT available on which of the following channels? (Choose three answers)

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

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Question No : 8
What is a primary limitation of legacy skills-based routing that Genesys Predictive Routing aims to overcome?

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

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Question No : 9
The Journey Panel includes visual icons that represent different visitor events such as page views, engagements, and outcomes. (True/False)

• A.True
• B.False

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Question No : 10
Which metric is most commonly analyzed in GPR test results to determine its effectiveness?

• A.Number of active agents
• B.Average handle time (AHT)
• C.Predicted agent sentiment
• D.Outcome uplift percentage

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Question No : 11
Which configuration setting determines how long Predictive Routing waits for the best agent before expanding the search?

• A.Maximum Conversation Time
• B.Bullseye Ring Delay
• C.Preferred Agent Wait Time
• D.GPR Decision Timeout

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Question No : 12
Which two visual indicators help agents quickly understand a visitor’s digital behavior? (Choose two)

• A.Lightning bolt for engagement trigger
• B.Red X for disconnected PSTN calls
• C.Clock icon for time spent on page
• D.Graph icon for data loss trends

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Question No : 13
What role does the outcome score play in predictive engagement?

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

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Question No : 14
Which metric helps identify how well an action map performs in influencing outcomes?

• A.Visitor page views
• B.GPR confidence score
• C.Offer conversion rate
• D.Skill evaluation ratio

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Question No : 15
Once GPR is active, which of the following does the system continually use to make routing decisions?

• A.Real-time IVR keyword detection
• B.Predefined agent priorities
• C.Predictive models trained on historical data
• D.Randomized agent rotations

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