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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Predictive Engagement (GPE) Implementation45%- Agent experience and real-time insights
- Setup and configuration basics
- Defining customer segments and engagement strategies
- Optimization and continuous improvement
- Creating and managing action maps
Topic 2: AI Fundamentals in Genesys Cloud CX15%- AI architecture and integration within Genesys Cloud CX
- Overview of Predictive Engagement (GPE) and Predictive Routing (GPR)
- Core AI concepts for customer engagement
Topic 3: Predictive Routing (GPR) Implementation40%- Testing, validation, and deployment
- Performance monitoring and reporting
- Data preparation and model training
- Getting started and prerequisites
- Configuration and setup of GPR

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q68-Q73):

NEW QUESTION # 68
A queue can only use Predictive Routing after 30 days of historical data has been collected.
(True/False)
Response:

Answer: B


NEW QUESTION # 69
What can be indicators of GPR effectiveness in the Detail View?
(Choose two)
Response:

Answer: B,C


NEW QUESTION # 70
Which two actions are part of outcome creation in Predictive Engagement?
(Choose two)
Response:

Answer: A,B


NEW QUESTION # 71
Which two data types are evaluated by the AI model to predict routing outcomes?
(Choose two)
Response:

Answer: C,D


NEW QUESTION # 72
Which two types of interaction data are shown to agents in the Journey Panel?
(Choose two)
Response:

Answer: A


NEW QUESTION # 73
......

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