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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q102-Q107):

NEW QUESTION # 102
What are two purposes of creating segments in GPE?
(Choose two)
Response:

A. Limit bot escalation
B. Trigger real-time messages
C. Track agent idle time
D. Group visitors based on behavior

Answer: B,D

NEW QUESTION # 103
What role does the outcome score play in predictive engagement?
Response:

A. Indicates probability of achieving an outcome
B. Predicts queue overflow
C. Measures agent satisfaction
D. Determines skill assignment

Answer: A

NEW QUESTION # 104
Whenever you open an action map, it opens in ___________ mode by default.
Response:

A. Duplicate
B. View
C. Delete
D. Edit

Answer: D

NEW QUESTION # 105
Which two visual indicators help agents quickly understand a visitor's digital behavior?
(Choose two)
Response:

A. Lightning bolt for engagement trigger
B. Red X for disconnected PSTN calls
C. Clock icon for time spent on page
D. Graph icon for data loss trends

Answer: A,C

NEW QUESTION # 106
Which performance metric is specifically used to compare outcomes between GPR and legacy routing methods?
Response:

A. Customer sentiment ratio
B. Outcome uplift percentage
C. Routing decision delay
D. Agent escalation rate

Answer: B

NEW QUESTION # 107
......

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