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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:
1. 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
2. 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
3. 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
4. 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
5. Running a benefit assessment incurs no cost.
(True/False)
Response:
A) False
B) True
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: C,D | Question # 4 Answer: C | Question # 5 Answer: B |
