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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Topic 1: Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
  • 1. Action maps and outcomes
    • 2. Visitor activity tracking and segmentation
      Topic 2: AI & Customer Experience Fundamentals- AI-driven customer engagement concepts
      • 1. Predictive intent and customer journey optimization
        • 2. AI in contact center efficiency and personalization
          Topic 3: Data, Analytics, and Governance- Reporting and optimization
          • 1. Engagement and routing performance metrics
            • 2. Ethical AI and data governance considerations
              Topic 4: Conversational AI and Automation- Bot and virtual agent integration
              • 1. NLU concepts (intents, utterances, entities)
                • 2. Bot flows and escalation handling
                  Topic 5: Integration and Implementation- Genesys Cloud CX ecosystem integration
                  • 1. CRM and third-party system integration
                    • 2. API-based configuration and deployment
                      Topic 6: Genesys Predictive Routing (GPR)- AI-based routing logic
                      • 1. Skill-based vs predictive routing comparison
                        • 2. Routing optimization and performance tuning

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q31-Q36):

                          NEW QUESTION # 31
                          Which elements are configured during the initial creation of a queue in Genesys Cloud?
                          (Choose two)
                          Response:

                          Answer: A,D


                          NEW QUESTION # 32
                          Which metric helps identify how well an action map performs in influencing outcomes?
                          Response:

                          Answer: D


                          NEW QUESTION # 33
                          Select all the actions available to use when an action map triggers.
                          (Choose four answers)
                          Response:

                          Answer: A,B,D,F


                          NEW QUESTION # 34
                          Which two insights can be gained from the Visitor Activity Report?
                          (Choose two)
                          Response:

                          Answer: B,D


                          NEW QUESTION # 35
                          Which types of events can contribute to a visitor's journey record in Genesys Predictive Engagement?
                          Response:

                          Answer: A


                          NEW QUESTION # 36
                          ......

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