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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q66-Q71):

NEW QUESTION # 66
Which metric is most commonly analyzed in GPR test results to determine its effectiveness?
Response:

A. Predicted agent sentiment
B. Number of active agents
C. Average handle time (AHT)
D. Outcome uplift percentage

Answer: D

NEW QUESTION # 67
What does a high segment drop-off rate typically indicate?
Response:

A. A successful targeting strategy
B. Visitors are exiting before meaningful engagement
C. Overloaded agent queues
D. Accurate journey prediction

Answer: B

NEW QUESTION # 68
Where can agents find predictive scores about a visitor's likelihood to achieve a defined business outcome?
Response:

A. Inside the Workforce Management dashboard
B. Within the Journey Panel in the agent UI
C. In the Messenger Admin Panel
D. Under "Agent Scripts"

Answer: B

NEW QUESTION # 69
Which two types of interaction data are shown to agents in the Journey Panel?
(Choose two)
Response:

A. Page dwell times
B. Visitor's operating system logs

Answer: A

NEW QUESTION # 70
Genesys Cloud manages customer journeys using separate platforms for Digital and Voice channels.
(True/False)
Response:

A. False
B. True

Answer: A

NEW QUESTION # 71
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