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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q25-Q30):

NEW QUESTION # 25
Running a benefit assessment incurs no cost.
(True/False)
Response:

Answer: B


NEW QUESTION # 26
Which two metrics are key when analyzing Action Map Reports?
(Choose two)
Response:

Answer: A,C


NEW QUESTION # 27
From which Genesys Cloud sections can you access GPE analytics?
(Choose two)
Response:

Answer: A,B


NEW QUESTION # 28
Which two digital channels can be tracked as part of a customer journey in Genesys Predictive Engagement?
(Choose two)
Response:

Answer: A,D


NEW QUESTION # 29
What does a decrease in Average Handle Time (AHT) in the Queue Detail View suggest after enabling GPR?
Response:

Answer: B


NEW QUESTION # 30
......

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