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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Predictive Routing (GPR) Implementation | 40% | - Configuration and setup of GPR - Testing, validation, and deployment - Performance monitoring and reporting - Data preparation and model training - Getting started and prerequisites |
| 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% | - Defining customer segments and engagement strategies - Agent experience and real-time insights - Setup and configuration basics - Creating and managing action maps - Optimization and continuous improvement |
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
1. Which of the following is an example of a supported customer journey channel in Predictive Engagement?
Response:
A) Email-to-Fax
B) Direct FTP engagement
C) Web chat via Messenger
D) PSTN call routing
2. 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
3. Which two benefits does the Journey Panel offer to agents?
(Choose two)
Response:
A) Increased personalization
B) Real-time visitor context
C) Triggering new firewall rules
D) Automated time tracking
4. Which Genesys Cloud interface allows agents to view a customer's digital journey in real-time?
Response:
A) Interaction Details View
B) Architect
C) Predictive Engagement Journey Panel
D) Workforce Engagement Panel
5. The Journey Panel includes visual icons that represent different visitor events such as page views, engagements, and outcomes.
(True/False)
Response:
A) False
B) True
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B,C | Question # 3 Answer: A,B | Question # 4 Answer: C | Question # 5 Answer: B |
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