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Genesys GCX-AI-GPE Exam Syllabus Topics:

Section	Weight	Objectives
Predictive Routing (GPR) Implementation	40%	- Performance monitoring and reporting - Data preparation and model training - Getting started and prerequisites - Configuration and setup of GPR - Testing, validation, and deployment
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%	- 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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q16-Q21):

NEW QUESTION # 16
What does a high segment drop-off rate typically indicate?
Response:

A. Overloaded agent queues
B. A successful targeting strategy
C. Visitors are exiting before meaningful engagement
D. Accurate journey prediction

Answer: C

NEW QUESTION # 17
Whenever you open an action map, it opens in ___________ mode by default.
Response:

A. View
B. Delete
C. Duplicate
D. Edit

Answer: D

NEW QUESTION # 18
Content offers in Predictive Engagement can only be triggered manually by agents.
(True/False)
Response:

A. False
B. True

Answer: A

NEW QUESTION # 19
Which of the following is NOT a valid action in a GPE Action Map?
Response:

A. Trigger a webhook
B. Initiate a web chat
C. Launch a voice IVR
D. Display a content offer

Answer: C

NEW QUESTION # 20
What does a decrease in Average Handle Time (AHT) in the Queue Detail View suggest after enabling GPR?
Response:

A. Reduced queue depth
B. Agents are working less
C. More efficient agent routing
D. Higher routing error rates

Answer: C

NEW QUESTION # 21
......

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