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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q32-Q37):

NEW QUESTION # 32
Which two engagement types are typically part of a cross-channel journey?
(Choose two)
Response:

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

Answer: B,D

NEW QUESTION # 33
Which two goals can GPE analytics help organizations achieve?
(Choose two)
Response:

A. Optimize visitor engagement timing
B. Improve digital conversion rates
C. Reduce hardware usage
D. Increase agent call time

Answer: A,B

NEW QUESTION # 34
What must be deployed to a website to enable web tracking for Predictive Engagement?
Response:

A. SIP trunk
B. Predictive Router Agent
C. WebRTC gateway
D. GPE tracking snippet (JavaScript)

Answer: D

NEW QUESTION # 35
You can perform a GPR benefit assessment on queues with zero interaction data.
(True/False)
Response:

A. False
B. True

Answer: A

NEW QUESTION # 36
Which two data types are evaluated by the AI model to predict routing outcomes?
(Choose two)
Response:

A. Customer sentiment data
B. Number of agent certifications
C. Interaction timestamps
D. Agent handle time trends

Answer: A,D

NEW QUESTION # 37
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