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Genesys GCX-AI-GPE Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Predictive Routing (GPR) Implementation	40%	- Testing, validation, and deployment - Data preparation and model training - Configuration and setup of GPR - Getting started and prerequisites - Performance monitoring and reporting
Topic 2: Predictive Engagement (GPE) Implementation	45%	- Optimization and continuous improvement - Setup and configuration basics - Agent experience and real-time insights - Defining customer segments and engagement strategies - Creating and managing action maps
Topic 3: AI Fundamentals in Genesys Cloud CX	15%	- Core AI concepts for customer engagement - Overview of Predictive Engagement (GPE) and Predictive Routing (GPR) - AI architecture and integration within Genesys Cloud CX

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q57-Q62):

NEW QUESTION # 57
In a Genesys Cloud queue configured with Predictive Routing, what occurs if the AI model cannot determine a high-confidence match?
Response:

A. The interaction is sent to voicemail
B. The agent selection is made randomly
C. The queue is paused automatically
D. Routing falls back to the standard method

Answer: D

NEW QUESTION # 58
Running a benefit assessment incurs no cost.
(True/False)
Response:

A. True
B. False

Answer: A

NEW QUESTION # 59
Which two visual indicators help agents quickly understand a visitor's digital behavior?
(Choose two)
Response:

A. Red X for disconnected PSTN calls
B. Graph icon for data loss trends
C. Lightning bolt for engagement trigger
D. Clock icon for time spent on page

Answer: C,D

NEW QUESTION # 60
Predictive Engagement reports in Genesys Cloud can be scheduled for automated delivery.
(True/False)
Response:

A. True
B. False

Answer: A

NEW QUESTION # 61
Which are valid actions to take after completing a successful GPR test?
(Choose two)
Response:

A. Disable AI for future calls
B. Enable GPR from the queue config
C. Notify supervisors of routing change
D. Archive the queue data

Answer: B,C

NEW QUESTION # 62
......

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