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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q27-Q32):

NEW QUESTION # 27
While routing an interaction to an agent, how does Genesys Cloud route the interaction if the timeout period expires?
Response:

Answer: B


NEW QUESTION # 28
Which evaluation method in Predictive Routing uses agent-level performance and contact attributes to optimize decisions?
Response:

Answer: C


NEW QUESTION # 29
Customer journey information is NOT available on which of the following channels?
(Choose three answers)
Response:

Answer: A,B,C


NEW QUESTION # 30
In a GPR comparison test, what does the system evaluate?
Response:

Answer: C


NEW QUESTION # 31
Which routing method distributes interactions based on the longest time since the agent last handled an interaction?
Response:

Answer: A


NEW QUESTION # 32
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