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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Predictive Routing (GPR) Implementation | 40% | - Getting started and prerequisites - Performance monitoring and reporting - Configuration and setup of GPR - Data preparation and model training - Testing, validation, and deployment |
| 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 Engagement (GPE) Implementation | 45% | - Defining customer segments and engagement strategies - Optimization and continuous improvement - Setup and configuration basics - Creating and managing action maps - Agent experience and real-time insights |
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
What must be deployed to a website to enable web tracking for Predictive Engagement?
Response:
- A. GPE tracking snippet (JavaScript)
- B. SIP trunk
- C. Predictive Router Agent
- D. WebRTC gateway
Correct Answer: A 🗳️
Select all the actions available to use when an action map triggers.
(Choose four answers)
Response:
- A. Web messaging
- B. Instant agent interaction
- C. Content offer
- D. Web chat
- E. Voice call
- F. Advanced orchestration flow
Correct Answer: A,C,D,F 🗳️
Which of the following is an example of a supported customer journey channel in Predictive Engagement?
Response:
- A. Web chat via Messenger
- B. Direct FTP engagement
- C. Email-to-Fax
- D. PSTN call routing
Correct Answer: A 🗳️
Which metric helps identify how well an action map performs in influencing outcomes?
Response:
- A. Visitor page views
- B. GPR confidence score
- C. Offer conversion rate
- D. Skill evaluation ratio
Correct Answer: C 🗳️
Which two reporting features are available for Predictive Routing in Genesys Cloud?
(Choose two)
Response:
- A. Export to Excel or CSV
- B. Predictive model source code
- C. Visualization in historical dashboards
- D. Manual routing overrides
Correct Answer: A,C 🗳️
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