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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q58-Q63):

NEW QUESTION # 58
Which evaluation method in Predictive Routing uses agent-level performance and contact attributes to optimize decisions?
Response:

Answer: A


NEW QUESTION # 59
What is a primary limitation of legacy skills-based routing that Genesys Predictive Routing aims to overcome?
Response:

Answer: D


NEW QUESTION # 60
After a successful test and validation, how is Predictive Routing activated in Genesys Cloud CX?
Response:

Answer: B


NEW QUESTION # 61
What does the "frequency cap" setting control in an action map?
Response:

Answer: A


NEW QUESTION # 62
Select all the actions available to use when an action map triggers.
(Choose four answers)
Response:

Answer: A,C,D,E


NEW QUESTION # 63
......

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