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Genesys GCX-AI-GPE Exam Syllabus Topics:

Section	Weight	Objectives
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
Predictive Engagement (GPE) Implementation	45%	- Setup and configuration basics - Agent experience and real-time insights - Creating and managing action maps - Defining customer segments and engagement strategies - Optimization and continuous improvement
Predictive Routing (GPR) Implementation	40%	- Performance monitoring and reporting - Data preparation and model training - Configuration and setup of GPR - Testing, validation, and deployment - Getting started and prerequisites

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q59-Q64):

NEW QUESTION # 59
Which two engagement types are typically part of a cross-channel journey?
(Choose two)
Response:

A. Web engagement to agent chat
B. Page view to content offer
C. Phone queue transfer to outbound fax
D. Database event to WFM rule

Answer: A,B

NEW QUESTION # 60
Select all the actions available to use when an action map triggers.
(Choose four answers)
Response:

A. Web chat
B. Advanced orchestration flow
C. Voice call
D. Content offer
E. Instant agent interaction
F. Web messaging

Answer: A,B,D,F

NEW QUESTION # 61
Which types of events can contribute to a visitor's journey record in Genesys Predictive Engagement?
Response:

A. Database schema updates
B. Website behaviors like clicks and form submissions
C. Only events that involve a live agent
D. Only system-generated call logs

Answer: B

NEW QUESTION # 62
Where can agents find predictive scores about a visitor's likelihood to achieve a defined business outcome?
Response:

A. Inside the Workforce Management dashboard
B. Under "Agent Scripts"
C. In the Messenger Admin Panel
D. Within the Journey Panel in the agent UI

Answer: D

NEW QUESTION # 63
Which report type allows users to compare queues using GPR with those using standard routing?
Response:

A. Skill-Based Routing Audit Log
B. Queue Comparison Report
C. Agent Schedule Adherence Report
D. Contact List Summary Report

Answer: B

NEW QUESTION # 64
......

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