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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q17-Q22):

NEW QUESTION # 17
While routing an interaction to an agent, how does Genesys Cloud route the interaction if the timeout period expires?
Response:

Answer: A


NEW QUESTION # 18
Unoffered actions are actions that neither qualify nor are offered to website visitors.
Response:

Answer: B


NEW QUESTION # 19
Which two components are evaluated in the Queue Impact View?
(Choose two)
Response:

Answer: A,C


NEW QUESTION # 20
Which setting in an action map defines the visitor audience eligible for engagement?
Response:

Answer: D


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

Answer: D


NEW QUESTION # 22
......

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