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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q51-Q56):

NEW QUESTION # 51
Unoffered actions are actions that neither qualify nor are offered to website visitors.
Response:

A. True
B. False

Answer: B

NEW QUESTION # 52
Which configuration setting determines how long Predictive Routing waits for the best agent before expanding the search?
Response:

A. Preferred Agent Wait Time
B. Bullseye Ring Delay
C. Maximum Conversation Time
D. GPR Decision Timeout

Answer: A

NEW QUESTION # 53
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. Predefined agent priorities
D. Randomized agent rotations

Answer: B

NEW QUESTION # 54
What does the "frequency cap" setting control in an action map?
Response:

A. The maximum times an action can trigger for a visitor
B. The engagement queue overflow limit
C. The number of simultaneous offers per visitor
D. The number of agents assigned to the map

Answer: A

NEW QUESTION # 55
What type of metrics can be viewed in an Action Map Report?
Response:

A. Bot-to-agent transfer count
B. Agent logins and shift adherence
C. Offer impressions, acceptances, and conversion rate
D. Call duration and hold time

Answer: C

NEW QUESTION # 56
......

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