Genesys GCX-AI-GPE Certification Exam Sample Questions

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Genesys GCX-AI-GPE Sample Questions:

01. Valley Power, an energy utility, started a predictive routing comparison test on its moderate-volume billing queue. Four days in, the Comparison Test Results pane shows a sizable AHT benefit, and the operations director wants to turn on predictive routing for all queue interactions today.
What does Genesys recommend?
a) Turn it on now, because any benefit shown in the results pane is significant
b) Move to ongoing value monitoring now, because it needs no earlier test period
c) Re-run the benefit assessment, because a test result replaces it
d) Keep the test running longer, because a few days rarely give enough interactions for a statistically significant result
 
02. A developer is adding Predictive Engagement commands to a website that loads the Messenger snippet. The developer wants every Journey plugin command to run only once the plugin can accept commands.
Which Journey plugin event should the developer subscribe to before calling the commands?
a) Journey.qualifiedContentOffer, on a qualified offer
b) Journey.identify, when the visitor logs in
c) Journey.ready, published once the plugin is initialized
d) Journey.pageview, recorded on every page view
 
03. Northline Telecom, a telecom provider, optimizes its billing queue for next contact avoidance. Many customers phone about a bill and then follow up a few days later by email. Northline has not linked external contacts. After five weeks, the comparison test shows a strong NCA benefit, but the customer experience team's own tracking shows that repeat contacts have not fallen.
What most likely explains the gap?
a) NCA counts repeats only when they return to the same queue
b) Follow-up emails from customers whose contacts are not linked are counted as contacts from new customers rather than repeats
c) The NCA lookup period was edited to be too short
d) Early NCA results are estimates, and they overstate the benefit until processing ends
 
04. An administrator enables Digital User Tracking in a Messenger configuration, publishes it and deploys the Messenger snippet. The administrator leaves every web tracking setting empty because no website needs special handling yet.
How does tracking behave on the site?
a) Nothing is tracked until the web tracking settings have been saved and published
b) Only visitors who match an active segment are recorded
c) Every visit is tracked, and page views and URL changes are logged
d) Only pages named in an active action map are tracked, and others are ignored
 
05. Brightline Fiber's technical-support queue handles voice and email interactions and uses predictive routing with the Average Handle Time KPI. On the queue's Overview tab, the per-media breakdown shows an AHT Difference % of -9% for voice and -3% for email, while the queue-level AHT Difference % reads -7%. An analyst averages the two media values, gets -6%, and logs a defect against the report.
How should the analyst interpret the mismatch?
a) Expected; the queue value is not a sum or average of the media values
b) A defect; the queue value should equal the average of the two media values shown
c) Expected; email cannot use the AHT KPI, so its row is left out of the queue value
d) A defect; media rows appear only on single-media queues
 
06. Tidewater Energy, an energy utility, has created a Sales conversion revenue KPI for predictive routing. The administrator who created it manages the residential division's queues, and the commercial division now wants to optimize its own sales queue for the same KPI.
Which queues can use this revenue KPI?
a) Only queues in the residential division, where the KPI was created
b) Only the queue whose benefit assessment ran when the KPI was created
c) Any queue in the organization
d) Only queues that have finished a comparison test using a custom KPI
 
07. Crestline Insurance, an insurance carrier, runs a predictive routing comparison test on its policy renewals queue using a Customer churn revenue KPI. The retention director opens the Comparison Test Results pane and asks what its Benefit figure represents.
What does the Benefit figure show for this KPI?
a) Average handle time saved
b) The number of customers prevented from leaving
c) The churn rate predicted for the queue after full activation
d) The share of the queue's interactions that predictive routing handled during the test
 
08. Harbor Mutual, an insurance carrier, has created a Customer retention revenue KPI and now sends retention results from its policy administration system to Genesys Cloud. The administrator must choose which queue to assess first for this KPI.
Which queue is the best candidate?
a) The retention queue for customers asking to cancel
b) The general service queue for all policy, billing and claims questions
c) The after-hours overflow queue
d) The claims intake queue for new losses
 
09. An analyst at a travel agency checks the Visitor Activity report every morning with daily granularity. On Tuesday morning, Monday's visitor count looks lower than usual. On Wednesday morning, the same report shows a higher figure for Monday, although nobody changed the report or the website.
What explains the change in Monday's figure?
a) Visitors whose Monday session ran into Tuesday were counted on both days
b) Tuesday's view cut Monday short because the date picker uses local time
c) Outcome scoring recounted Monday's visitors overnight
d) Yesterday stays incomplete until the next nightly job has run
 
10. Roadstar Rentals' after-hours roadside queue uses predictive routing for all interactions with the AHT KPI. On the queue's Overview tab, the weekly Non-Predictive (Timeout/Insufficient Agents) bars are large every week, yet the Predictive Routing Queues Summary view shows few Predictive Timed-Out Interactions for the same range. An administrator proposes doubling the predictive routing timeout.
What does this evidence indicate?
a) Timeouts dominate, so a longer timeout will recover the lost interactions
b) Most fallbacks happen when too few agents are on the queue for predictive routing to rank them
c) The bars hold comparison hours, test traffic and baseline routing
d) Interactions fall back to bullseye routing after hours

Answers:

Question: 01
Answer: d		 Question: 02
Answer: c		 Question: 03
Answer: b		 Question: 04
Answer: c		 Question: 05
Answer: a
Question: 06
Answer: c		 Question: 07
Answer: b		 Question: 08
Answer: a		 Question: 09
Answer: d		 Question: 10
Answer: b

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