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NEW QUESTION # 48
Which two insights can an agent gain from a visitor's interaction history?
(Choose two)
Response:
- A. Which action maps previously triggered
- B. Outcome scores per page
- C. Visitor scroll patterns
- D. Internal server processing times
Answer: A,C
NEW QUESTION # 49
The Journey Panel includes visual icons that represent different visitor events such as page views, engagements, and outcomes.
(True/False)
Response:
- A. False
- B. True
Answer: B
NEW QUESTION # 50
Which two advantages does Predictive Routing have over Bullseye routing?
(Choose two)
Response:
- A. Dynamic agent selection
- B. Lower infrastructure requirements
- C. Static evaluation of agent pools
- D. Outcome-based optimization
Answer: A,D
NEW QUESTION # 51
In the Queue Impact View, which KPI would most likely be tracked for a sales-focused outcome?
Response:
- A. Conversion rate
- B. Transfer rate
- C. Sentiment score
- D. Wait time
Answer: A
NEW QUESTION # 52
Which two components can be modified post-queue creation to fine-tune Predictive Routing?
(Choose two)
Response:
- A. AI model weight configurations
- B. Business outcome
- C. Wait time thresholds
- D. Agent user ID
Answer: B,C
NEW QUESTION # 53
What does the "frequency cap" setting control in an action map?
Response:
- A. The number of simultaneous offers per visitor
- B. The engagement queue overflow limit
- C. The number of agents assigned to the map
- D. The maximum times an action can trigger for a visitor
Answer: D
NEW QUESTION # 54
Which two best practices apply when managing multiple action maps?
(Choose two)
Response:
- A. Avoid overlapping targeting rules
- B. Assign all to the same segment
- C. Set clear priority rankings
- D. Add routing script overrides
Answer: A,C
NEW QUESTION # 55
What is the most appropriate time frame to evaluate the impact of GPR changes?
Response:
- A. 12 hours
- B. 1 day
- C. 1 year
- D. 7-14 days
Answer: D
NEW QUESTION # 56
What is a primary limitation of legacy skills-based routing that Genesys Predictive Routing aims to overcome?
Response:
- A. Inability to scale across digital channels
- B. Manual configuration of skill priorities
- C. Excessive use of AI models
- D. Random agent assignment
Answer: B
NEW QUESTION # 57
Which two export formats are supported when exporting GPE reports?
(Choose two)
Response:
- A. Excel (XLSX)
- B. HTML
- C. PowerPoint
- D. PDF
Answer: A,D
NEW QUESTION # 58
Which two settings are configured to launch Genesys Messenger on a website?
(Choose two)
Response:
- A. Messenger theme selection
- B. Domain whitelisting
- C. Agent skill mappings
- D. Campaign budget allocation
Answer: A,B
NEW QUESTION # 59
Whenever you open an action map, it opens in ___________ mode by default.
Response:
- A. Edit
- B. View
- C. Delete
- D. Duplicate
Answer: A
NEW QUESTION # 60
An outcome must be manually assigned to every visitor to be tracked in GPE.
(True/False)
Response:
- A. True
- B. False
Answer: B
NEW QUESTION # 61
In a GPR comparison test, what does the system evaluate?
Response:
- A. Skill proficiency levels
- B. Performance of GPR versus existing routing method
- C. Agent salary and bonuses
- D. Differences in queue wait times
Answer: B
NEW QUESTION # 62
Which performance metric is specifically used to compare outcomes between GPR and legacy routing methods?
Response:
- A. Customer sentiment ratio
- B. Outcome uplift percentage
- C. Agent escalation rate
- D. Routing decision delay
Answer: B
NEW QUESTION # 63
Which two methods are available as routing options in Genesys Cloud queues?
(Choose two)
Response:
- A. Call Blending
- B. Agent Whisper
- C. Predictive Routing
- D. Bullseye Routing
Answer: C,D
NEW QUESTION # 64
Which report type allows users to compare queues using GPR with those using standard routing?
Response:
- A. Queue Comparison Report
- B. Agent Schedule Adherence Report
- C. Contact List Summary Report
- D. Skill-Based Routing Audit Log
Answer: A
NEW QUESTION # 65
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
Answer: B,C,D
NEW QUESTION # 66
Which metric helps identify how well an action map performs in influencing outcomes?
Response:
- A. Visitor page views
- B. Offer conversion rate
- C. Skill evaluation ratio
- D. GPR confidence score
Answer: B
NEW QUESTION # 67
Which routing method distributes interactions based on the longest time since the agent last handled an interaction?
Response:
- A. Last Agent Routing
- B. Predictive Routing
- C. Standard Routing
- D. Most Idle Routing
Answer: D
NEW QUESTION # 68
Which two types of visitor behavior can be used to trigger an action map?
(Choose two)
Response:
- A. Exit intent
- B. Agent availability
- C. Daily call quota
- D. Page dwell time
Answer: A,D
NEW QUESTION # 69
Predictive Routing only works for voice interactions and is not supported for digital channels.
(True/False)
Response:
- A. True
- B. False
Answer: B
NEW QUESTION # 70
Which two data types are evaluated by the AI model to predict routing outcomes?
(Choose two)
Response:
- A. Customer sentiment data
- B. Agent handle time trends
- C. Number of agent certifications
- D. Interaction timestamps
Answer: A,B
NEW QUESTION # 71
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