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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Predictive Engagement (GPE) Implementation | 45% | - Agent experience and real-time insights - Optimization and continuous improvement - Defining customer segments and engagement strategies - Creating and managing action maps - Setup and configuration basics |
| Topic 2: Predictive Routing (GPR) Implementation | 40% | - Data preparation and model training - Getting started and prerequisites - Configuration and setup of GPR - Testing, validation, and deployment - Performance monitoring and reporting |
| Topic 3: AI Fundamentals in Genesys Cloud CX | 15% | - Overview of Predictive Engagement (GPE) and Predictive Routing (GPR) - AI architecture and integration within Genesys Cloud CX - Core AI concepts for customer engagement |
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
Which two insights can an agent gain from a visitor's interaction history?
(Choose two)
Response:
- A. Visitor scroll patterns
- B. Internal server processing times
- C. Outcome scores per page
- D. Which action maps previously triggered
Correct Answer: A,D 🗳️
Which metric helps identify how well an action map performs in influencing outcomes?
Response:
- A. GPR confidence score
- B. Visitor page views
- C. Skill evaluation ratio
- D. Offer conversion rate
Correct Answer: D 🗳️
What must be deployed to a website to enable web tracking for Predictive Engagement?
Response:
- A. Predictive Router Agent
- B. SIP trunk
- C. WebRTC gateway
- D. GPE tracking snippet (JavaScript)
Correct Answer: D 🗳️
You can perform a GPR benefit assessment on queues with zero interaction data.
(True/False)
Response:
- A. True
- B. False
Correct Answer: B 🗳️
Which Genesys Cloud interface allows agents to view a customer's digital journey in real-time?
Response:
- A. Interaction Details View
- B. Workforce Engagement Panel
- C. Architect
- D. Predictive Engagement Journey Panel
Correct Answer: D 🗳️
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