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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Predictive Engagement (GPE) Implementation45%- Agent experience and real-time insights
- Setup and configuration basics
- Creating and managing action maps
- Defining customer segments and engagement strategies
- Optimization and continuous improvement
Topic 2: Predictive Routing (GPR) Implementation40%- Performance monitoring and reporting
- Data preparation and model training
- Configuration and setup of GPR
- Getting started and prerequisites
- Testing, validation, and deployment
Topic 3: AI Fundamentals in Genesys Cloud CX15%- Overview of Predictive Engagement (GPE) and Predictive Routing (GPR)
- AI architecture and integration within Genesys Cloud CX
- Core AI concepts for customer engagement

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q51-Q56):

NEW QUESTION # 51
While routing an interaction to an agent, how does Genesys Cloud route the interaction if the timeout period expires?
Response:

Answer: D


NEW QUESTION # 52
Genesys Cloud manages customer journeys using separate platforms for Digital and Voice channels.
(True/False)
Response:

Answer: B


NEW QUESTION # 53
Which two improvements should you look for after enabling GPR?
(Choose two)
Response:

Answer: C,D


NEW QUESTION # 54
What happens if the condition set in an action map is no longer met during the visitor session?
Response:

Answer: A


NEW QUESTION # 55
Which of the following is an example of a supported customer journey channel in Predictive Engagement?
Response:

Answer: A


NEW QUESTION # 56
......

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