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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q64-Q69):

                          NEW QUESTION # 64
                          Which two reporting features are available for Predictive Routing in Genesys Cloud?
                          (Choose two)
                          Response:

                          Answer: A,C


                          NEW QUESTION # 65
                          After a successful test and validation, how is Predictive Routing activated in Genesys Cloud CX?
                          Response:

                          Answer: A


                          NEW QUESTION # 66
                          Which elements are configured during the initial creation of a queue in Genesys Cloud?
                          (Choose two)
                          Response:

                          Answer: A,D


                          NEW QUESTION # 67
                          Which setting in an action map defines the visitor audience eligible for engagement?
                          Response:

                          Answer: C


                          NEW QUESTION # 68
                          Which configuration setting determines how long Predictive Routing waits for the best agent before expanding the search?
                          Response:

                          Answer: B


                          NEW QUESTION # 69
                          ......

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