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質問 # 17
Which data points are critical for running a GPR benefit assessment?
(Choose two)
Response:
- A. IVR script text
- B. Number of agents logged in
- C. Historical routing outcomes
- D. Historical interaction volume
正解：C、D
質問 # 18
Which two reporting features are available for Predictive Routing in Genesys Cloud?
(Choose two)
Response:
- A. Export to Excel or CSV
- B. Predictive model source code
- C. Visualization in historical dashboards
- D. Manual routing overrides
正解：A、C
質問 # 19
Which setting in an action map defines the visitor audience eligible for engagement?
Response:
- A. Traffic source group
- B. Messenger configuration
- C. Outcome threshold
- D. Segment filter
正解：D
質問 # 20
Unoffered actions are actions that neither qualify nor are offered to website visitors.
Response:
- A. True
- B. False
正解：B
質問 # 21
In the Journey Panel, what does the lightning bolt icon typically indicate?
Response:
- A. Abandoned session
- B. High agent satisfaction
- C. Visitor error
- D. Triggered action map
正解：D
質問 # 22
Which prerequisite must be met before launching a GPR benefit assessment in Genesys Cloud CX?
Response:
- A. The organization must have enabled historical analytics
- B. All agents must be certified in predictive engagement
- C. A queue with sufficient historical interaction data
- D. Genesys Cloud AI premium add-on must be disabled
正解：C
質問 # 23
In a Genesys Cloud queue configured with Predictive Routing, what occurs if the AI model cannot determine a high-confidence match?
Response:
- A. The agent selection is made randomly
- B. Routing falls back to the standard method
- C. The interaction is sent to voicemail
- D. The queue is paused automatically
正解：B
質問 # 24
When analyzing GPR performance, which two filters help narrow insights?
(Choose two)
Response:
- A. Interaction media type
- B. Preferred language
- C. Agent birthday
- D. Business outcome
正解：A、D
質問 # 25
Which configuration setting determines how long Predictive Routing waits for the best agent before expanding the search?
Response:
- A. Maximum Conversation Time
- B. Bullseye Ring Delay
- C. GPR Decision Timeout
- D. Preferred Agent Wait Time
正解：D
質問 # 26
Which are valid actions to take after completing a successful GPR test?
(Choose two)
Response:
- A. Notify supervisors of routing change
- B. Archive the queue data
- C. Disable AI for future calls
- D. Enable GPR from the queue config
正解：A、D
質問 # 27
What type of data does Genesys Predictive Routing primarily evaluate to make routing decisions?
Response:
- A. Forecasted traffic volumes
- B. Historical and real-time interaction data
- C. Network latency data
- D. Real-time agent availability
正解：B
質問 # 28
Which area in Genesys Cloud provides analytics specifically for Predictive Engagement activities?
Response:
- A. SIP Trunk Statistics Panel
- B. Workforce Management Dashboard
- C. Action Map Analytics Dashboard
- D. Script Editor Analytics View
正解：C
質問 # 29
Which type of visitor data is displayed alongside interaction history for agents?
Response:
- A. CRM integration logs
- B. Agent scoring rubrics
- C. Visitor's full browsing history from all domains
- D. Session-based attributes and behaviors
正解：D
質問 # 30
How are past visitor interactions shown in the Journey Timeline?
Response:
- A. As node-based flowcharts
- B. As agent performance scores
- C. As event bubbles with timestamps
- D. As log files
正解：C
質問 # 31
Which of the following best defines an "outcome" in GPE?
Response:
- A. A type of chatbot intent
- B. The agent assigned to a digital interaction
- C. A business goal such as a purchase or form submission
- D. A visitor's last known location
正解：C
質問 # 32
Which two insights can Segment Reports provide?
(Choose two)
Response:
- A. Agent fatigue indicators
- B. Segment-specific outcome performance
- C. Segment overlap diagnostics
- D. Visitor engagement trends across segments
正解：B、D
質問 # 33
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
正解：B
質問 # 34
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