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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| AI Fundamentals in Genesys Cloud CX | 15% | - Overview of Predictive Engagement (GPE) and Predictive Routing (GPR) - Core AI concepts for customer engagement - AI architecture and integration within Genesys Cloud CX |
| Predictive Engagement (GPE) Implementation | 45% | - Setup and configuration basics - Defining customer segments and engagement strategies - Creating and managing action maps - Agent experience and real-time insights - Optimization and continuous improvement |
| Predictive Routing (GPR) Implementation | 40% | - Testing, validation, and deployment - Data preparation and model training - Getting started and prerequisites - Configuration and setup of GPR - Performance monitoring and reporting |
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
Which two data types are evaluated by the AI model to predict routing outcomes?
(Choose two)
Response:
- A. Agent handle time trends
- B. Number of agent certifications
- C. Customer sentiment data
- D. Interaction timestamps
Correct Answer: A,C 🗳️
What does the "frequency cap" setting control in an action map?
Response:
- A. The number of agents assigned to the map
- B. The engagement queue overflow limit
- C. The maximum times an action can trigger for a visitor
- D. The number of simultaneous offers per visitor
Correct Answer: C 🗳️
Which two improvements should you look for after enabling GPR?
(Choose two)
Response:
- A. Agent downtime metrics
- B. Reduced call abandonment rate
- C. Increase in wait time
- D. Higher outcome success rate
Correct Answer: B,D 🗳️
Unoffered actions are actions that neither qualify nor are offered to website visitors.
Response:
- A. True
- B. False
Correct Answer: B 🗳️
Which two of the following are valid terminologies in the GPE system?
(Choose two)
Response:
- A. Predictive Trunk Groups
- B. Visitor Engagement Language
- C. Journey Timeline
- D. Outcomes
Correct Answer: C,D 🗳️
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