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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: 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
Topic 2: Predictive Routing (GPR) Implementation40%- Testing, validation, and deployment
- Getting started and prerequisites
- Data preparation and model training
- Performance monitoring and reporting
- Configuration and setup of GPR
Topic 3: AI Fundamentals in Genesys Cloud CX15%- AI architecture and integration within Genesys Cloud CX
- Core AI concepts for customer engagement
- Overview of Predictive Engagement (GPE) and Predictive Routing (GPR)

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q65-Q70):

NEW QUESTION # 65
The Journey Panel includes visual icons that represent different visitor events such as page views, engagements, and outcomes.
(True/False)
Response:

Answer: A


NEW QUESTION # 66
Which platform component is used to configure digital messaging for GPE in Genesys Cloud?
Response:

Answer: D


NEW QUESTION # 67
Which two components are evaluated in the Queue Impact View?
(Choose two)
Response:

Answer: A,B


NEW QUESTION # 68
Which two types of engagements can action maps initiate?
(Choose two)
Response:

Answer: A,B


NEW QUESTION # 69
In a Genesys Cloud queue configured with Predictive Routing, what occurs if the AI model cannot determine a high-confidence match?
Response:

Answer: B


NEW QUESTION # 70
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