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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q19-Q24):

NEW QUESTION # 19
What is a primary limitation of legacy skills-based routing that Genesys Predictive Routing aims to overcome?
Response:

Answer: C


NEW QUESTION # 20
Which two best practices apply when managing multiple action maps?
(Choose two)
Response:

Answer: A,D


NEW QUESTION # 21
Which features differentiate GPR from legacy queue-based routing?
(Choose two)
Response:

Answer: A,C


NEW QUESTION # 22
Which report type allows users to compare queues using GPR with those using standard routing?
Response:

Answer: C


NEW QUESTION # 23
The Queue Impact View only displays metrics for the current day's interactions.
(True/False)
Response:

Answer: A


NEW QUESTION # 24
......

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