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Genesys GCX-AI-GPE Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Predictive Routing (GPR) Implementation	40%	- Data preparation and model training - Configuration and setup of GPR - Performance monitoring and reporting - Testing, validation, and deployment - Getting started and prerequisites
Topic 2: Predictive Engagement (GPE) Implementation	45%	- Creating and managing action maps - Optimization and continuous improvement - Defining customer segments and engagement strategies - Agent experience and real-time insights - Setup and configuration basics
Topic 3: AI Fundamentals in Genesys Cloud CX	15%	- Core AI concepts for customer engagement - Overview of Predictive Engagement (GPE) and Predictive Routing (GPR) - AI architecture and integration within Genesys Cloud CX

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q84-Q89):

NEW QUESTION # 84
What is the primary function of an Action Map in Predictive Engagement?
Response:

A. To define when and how to engage a visitor
B. To track queue length metrics
C. To assign agents to digital channels
D. To forecast staffing requirements

Answer: A

NEW QUESTION # 85
When creating a new queue in Genesys Cloud for Predictive Routing, which of the following is required?
Response:

A. Historical customer satisfaction scores
B. At least one outbound campaign
C. A routing method selection
D. Segment membership rules

Answer: C

NEW QUESTION # 86
Unoffered actions are actions that neither qualify nor are offered to website visitors.
Response:

A. True
B. False

Answer: B

NEW QUESTION # 87
Which two digital channels can be tracked as part of a customer journey in Genesys Predictive Engagement?
(Choose two)
Response:

A. Web chat via Messenger
B. Website clickstream
C. Fax over IP
D. SIP-to-SIP handoff

Answer: A,B

NEW QUESTION # 88
Which Genesys Cloud interface allows agents to view a customer's digital journey in real-time?
Response:

A. Workforce Engagement Panel
B. Interaction Details View
C. Architect
D. Predictive Engagement Journey Panel

Answer: D

NEW QUESTION # 89
......

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