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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| AI Fundamentals in Genesys Cloud CX | 15% | - Core AI concepts for customer engagement - AI architecture and integration within Genesys Cloud CX - Overview of Predictive Engagement (GPE) and Predictive Routing (GPR) |
| Predictive Routing (GPR) Implementation | 40% | - Performance monitoring and reporting - Data preparation and model training - Getting started and prerequisites - Testing, validation, and deployment - Configuration and setup of GPR |
| Predictive Engagement (GPE) Implementation | 45% | - Optimization and continuous improvement - Creating and managing action maps - Agent experience and real-time insights - Defining customer segments and engagement strategies - Setup and configuration basics |
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
Where can agents find predictive scores about a visitor's likelihood to achieve a defined business outcome?
Response:
- A. Within the Journey Panel in the agent UI
- B. Under "Agent Scripts"
- C. Inside the Workforce Management dashboard
- D. In the Messenger Admin Panel
Correct Answer: A 🗳️
In GPE, what is a "Journey"?
Response:
- A. The path a visitor takes across touchpoints and channels
- B. A summary report of daily routing activity
- C. A list of queue transfers within IVR
- D. A training module for GPE AI models
Correct Answer: A 🗳️
When setting up a Predictive Routing queue, which two conditions should ideally be met for optimal performance?
Response:
- A. High agent turnover
- B. Minimal use of wrap-up codes
- C. Large volume of historical data
- D. Consistent outcome tagging
Correct Answer: C,D 🗳️
Which configuration setting determines how long Predictive Routing waits for the best agent before expanding the search?
Response:
- A. Bullseye Ring Delay
- B. Maximum Conversation Time
- C. Preferred Agent Wait Time
- D. GPR Decision Timeout
Correct Answer: C 🗳️
Running a benefit assessment incurs no cost.
(True/False)
Response:
- A. False
- B. True
Correct Answer: B 🗳️
