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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Predictive Routing (GPR) Implementation40%- Getting started and prerequisites
- Configuration and setup of GPR
- Performance monitoring and reporting
- Testing, validation, and deployment
- Data preparation and model training
Topic 2: Predictive Engagement (GPE) Implementation45%- Agent experience and real-time insights
- Creating and managing action maps
- Optimization and continuous improvement
- Setup and configuration basics
- Defining customer segments and engagement strategies
Topic 3: AI Fundamentals in Genesys Cloud CX15%- 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 (Q17-Q22):

NEW QUESTION # 17
What can be indicators of GPR effectiveness in the Detail View?
(Choose two)
Response:

Answer: A,C


NEW QUESTION # 18
Which Genesys Cloud interface allows agents to view a customer's digital journey in real-time?
Response:

Answer: B


NEW QUESTION # 19
Which data points are critical for running a GPR benefit assessment?
(Choose two)
Response:

Answer: A,D


NEW QUESTION # 20
Which two insights can be gained from the Visitor Activity Report?
(Choose two)
Response:

Answer: B,C


NEW QUESTION # 21
How are past visitor interactions shown in the Journey Timeline?
Response:

Answer: D


NEW QUESTION # 22
......

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