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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q109-Q114):

NEW QUESTION # 109
Once GPR is active, which of the following does the system continually use to make routing decisions?
Response:

A. Real-time IVR keyword detection
B. Predictive models trained on historical data
C. Randomized agent rotations
D. Predefined agent priorities

Answer: B

NEW QUESTION # 110
Which two engagement types are typically part of a cross-channel journey?
(Choose two)
Response:

A. Page view to content offer
B. Database event to WFM rule
C. Web engagement to agent chat
D. Phone queue transfer to outbound fax

Answer: A,C

NEW QUESTION # 111
Which two insights can an agent gain from a visitor's interaction history?
(Choose two)
Response:

A. Internal server processing times
B. Visitor scroll patterns
C. Which action maps previously triggered
D. Outcome scores per page

Answer: B,C

NEW QUESTION # 112
Which of the following can be used to trigger an action map?
Response:

A. Agent's time since last interaction
B. Number of outbound calls completed
C. Scheduled report generation
D. Visitor behavior such as time on page or cart abandonment

Answer: D

NEW QUESTION # 113
Which two methods are available as routing options in Genesys Cloud queues?
(Choose two)
Response:

A. Agent Whisper
B. Call Blending
C. Predictive Routing
D. Bullseye Routing

Answer: C,D

NEW QUESTION # 114
......

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