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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionWeightObjectives
Predictive Routing (GPR) Implementation40%- Configuration and setup of GPR
- Data preparation and model training
- Performance monitoring and reporting
- Testing, validation, and deployment
- Getting started and prerequisites
Predictive Engagement (GPE) Implementation45%- Setup and configuration basics
- Creating and managing action maps
- Optimization and continuous improvement
- Agent experience and real-time insights
- Defining customer segments and engagement strategies
AI Fundamentals in Genesys Cloud CX15%- AI architecture and integration within Genesys Cloud CX
- Overview of Predictive Engagement (GPE) and Predictive Routing (GPR)
- Core AI concepts for customer engagement

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q18-Q23):

NEW QUESTION # 18
Which two components can be modified post-queue creation to fine-tune Predictive Routing?
(Choose two)
Response:

Answer: C,D


NEW QUESTION # 19
In the Queue Impact View, which KPI would most likely be tracked for a sales-focused outcome?
Response:

Answer: D


NEW QUESTION # 20
Which of the following must be defined when enabling Predictive Routing for a queue?
Response:

Answer: D


NEW QUESTION # 21
Which area in Genesys Cloud provides analytics specifically for Predictive Engagement activities?
Response:

Answer: C


NEW QUESTION # 22
Which two benefits does the Journey Panel offer to agents?
(Choose two)
Response:

Answer: C,D


NEW QUESTION # 23
......

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