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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Predictive Routing (GPR) Implementation | 40% | - Testing, validation, and deployment - Configuration and setup of GPR - Performance monitoring and reporting - Getting started and prerequisites - Data preparation and model training |
| Topic 2: Predictive Engagement (GPE) Implementation | 45% | - Setup and configuration basics - Agent experience and real-time insights - Optimization and continuous improvement - Defining customer segments and engagement strategies - Creating and managing action maps |
| Topic 3: 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) |
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
1. When setting up a Predictive Routing queue, which two conditions should ideally be met for optimal performance?
Response:
A) Minimal use of wrap-up codes
B) Large volume of historical data
C) Consistent outcome tagging
D) High agent turnover
2. What can be indicators of GPR effectiveness in the Detail View?
(Choose two)
Response:
A) Reduced average talk time
B) Increase in transfer rate
C) Decline in first call resolution
D) Stable or improved customer satisfaction
3. Which two benefits does the Journey Panel offer to agents?
(Choose two)
Response:
A) Automated time tracking
B) Real-time visitor context
C) Triggering new firewall rules
D) Increased personalization
4. What is the purpose of visitor attributes in GPE?
Response:
A) Control voicemail storage
B) Identify CRM integration errors
C) Describe and group visitor behavior
D) Store wrap-up codes
5. Which two digital channels can be tracked as part of a customer journey in Genesys Predictive Engagement?
(Choose two)
Response:
A) SIP-to-SIP handoff
B) Website clickstream
C) Fax over IP
D) Web chat via Messenger
Solutions:
| Question # 1 Answer: B,C | Question # 2 Answer: A,D | Question # 3 Answer: B,D | Question # 4 Answer: C | Question # 5 Answer: B,D |
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