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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Predictive Engagement (GPE) Implementation45%- Setup and configuration basics
- Optimization and continuous improvement
- Creating and managing action maps
- Defining customer segments and engagement strategies
- Agent experience and real-time insights
Topic 2: Predictive Routing (GPR) Implementation40%- Getting started and prerequisites
- Testing, validation, and deployment
- Performance monitoring and reporting
- Data preparation and model training
- Configuration and setup of GPR
Topic 3: 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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q12-Q17):

NEW QUESTION # 12
Select all the actions available to use when an action map triggers.
(Choose four answers)
Response:

Answer: A,D,E,F


NEW QUESTION # 13
Which of the following best defines an "outcome" in GPE?
Response:

Answer: B


NEW QUESTION # 14
After a successful test and validation, how is Predictive Routing activated in Genesys Cloud CX?
Response:

Answer: A


NEW QUESTION # 15
Which metric is most commonly analyzed in GPR test results to determine its effectiveness?
Response:

Answer: D


NEW QUESTION # 16
Action maps can be prioritized to control which engagement is shown first when multiple maps are eligible.
(True/False)
Response:

Answer: A


NEW QUESTION # 17
......

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