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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:
Question #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
Question #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
Question #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
Question #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
Question #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 Correct Answer: B,C | Question #2 Correct Answer: A,D | Question #3 Correct Answer: B,D | Question #4 Correct Answer: C | Question #5 Correct Answer: B,D |
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