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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Topic 1: Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
  • 1. Action maps and outcomes
    • 2. Visitor activity tracking and segmentation
      Topic 2: Integration and Implementation- Genesys Cloud CX ecosystem integration
      • 1. API-based configuration and deployment
        • 2. CRM and third-party system integration
          Topic 3: Data, Analytics, and Governance- Reporting and optimization
          • 1. Ethical AI and data governance considerations
            • 2. Engagement and routing performance metrics
              Topic 4: AI & Customer Experience Fundamentals- AI-driven customer engagement concepts
              • 1. Predictive intent and customer journey optimization
                • 2. AI in contact center efficiency and personalization
                  Topic 5: Genesys Predictive Routing (GPR)- AI-based routing logic
                  • 1. Skill-based vs predictive routing comparison
                    • 2. Routing optimization and performance tuning
                      Topic 6: Conversational AI and Automation- Bot and virtual agent integration
                      • 1. NLU concepts (intents, utterances, entities)
                        • 2. Bot flows and escalation handling

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                          GCX-AI-GPE Original Questions: Cloud CX AI-GPE and GPR Certification & GCX-AI-GPE Answers Real Questions & GCX-AI-GPE Exam Cram

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q20-Q25):

                          NEW QUESTION # 20
                          Which are valid actions to take after completing a successful GPR test?
                          (Choose two)
                          Response:

                          Answer: B,D


                          NEW QUESTION # 21
                          What does a decrease in Average Handle Time (AHT) in the Queue Detail View suggest after enabling GPR?
                          Response:

                          Answer: A


                          NEW QUESTION # 22
                          Which tool within Genesys Cloud provides access to Predictive Routing performance metrics?
                          Response:

                          Answer: D


                          NEW QUESTION # 23
                          Which two methods are available as routing options in Genesys Cloud queues?
                          (Choose two)
                          Response:

                          Answer: A,B


                          NEW QUESTION # 24
                          Which report type allows users to compare queues using GPR with those using standard routing?
                          Response:

                          Answer: A


                          NEW QUESTION # 25
                          ......

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