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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Predictive Routing (GPR) Implementation | 40% | - Data preparation and model training - Getting started and prerequisites - Configuration and setup of GPR - Testing, validation, and deployment - Performance monitoring and reporting |
| AI Fundamentals in Genesys Cloud CX | 15% | - AI architecture and integration within Genesys Cloud CX - Core AI concepts for customer engagement - Overview of Predictive Engagement (GPE) and Predictive Routing (GPR) |
| Predictive Engagement (GPE) Implementation | 45% | - Creating and managing action maps - Optimization and continuous improvement - Setup and configuration basics - Defining customer segments and engagement strategies - Agent experience and real-time insights |
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
When analyzing GPR performance, which two filters help narrow insights?
(Choose two)
Response:
- A. Interaction media type
- B. Business outcome
- C. Preferred language
- D. Agent birthday
Correct Answer: A,B 🗳️
Which of the following qualifies as a content offer in Predictive Engagement?
Response:
- A. Agent performance feedback
- B. System health notifications
- C. Real-time WFM alerts
- D. A proactive discount banner triggered by behavior
Correct Answer: D 🗳️
Why would a user analyze a Segment Report in Predictive Engagement?
Response:
- A. To analyze agent chat productivity
- B. To evaluate shift scheduling
- C. To understand how visitor groups perform against defined criteria
- D. To forecast agent attrition
Correct Answer: C 🗳️
Which outcome does AI in Predictive Routing aim to improve the most?
Response:
- A. Business outcome likelihood
- B. Interaction handling time
- C. Agent training cost
- D. Customer intent detection
Correct Answer: A 🗳️
Which tool within Genesys Cloud provides access to Predictive Routing performance metrics?
Response:
- A. Analytics API
- B. Interaction Details View
- C. Workforce Management
- D. Queue Performance Dashboard
Correct Answer: D 🗳️
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