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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Predictive Engagement (GPE) Implementation | 45% | - Creating and managing action maps - Setup and configuration basics - Agent experience and real-time insights - Defining customer segments and engagement strategies - Optimization and continuous improvement |
| 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) |
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
1. What type of data does Genesys Predictive Routing primarily evaluate to make routing decisions?
Response:
A) Real-time agent availability
B) Historical and real-time interaction data
C) Forecasted traffic volumes
D) Network latency data
2. Which two insights can be gained from the Visitor Activity Report?
(Choose two)
Response:
A) Visitor session duration
B) Engagement triggers fired
C) Agent-to-visitor chat sentiment
D) Agent handle time
3. Which two actions are part of outcome creation in Predictive Engagement?
(Choose two)
Response:
A) Define success events (e.g., form submission)
B) Choose outcome categories
C) Set threshold values for agents
D) Enable conversion tracking
4. Which routing method distributes interactions based on the longest time since the agent last handled an interaction?
Response:
A) Predictive Routing
B) Most Idle Routing
C) Standard Routing
D) Last Agent Routing
5. Which of the following is NOT a valid action in a GPE Action Map?
Response:
A) Trigger a webhook
B) Display a content offer
C) Initiate a web chat
D) Launch a voice IVR
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A,B | Question # 3 Answer: A,D | Question # 4 Answer: B | Question # 5 Answer: D |
