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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q94-Q99):

                          NEW QUESTION # 94
                          Which two export formats are supported when exporting GPE reports?
                          (Choose two)
                          Response:

                          Answer: A,D


                          NEW QUESTION # 95
                          What are two ways to limit when an action map triggers?
                          (Choose two)
                          Response:

                          Answer: A,C


                          NEW QUESTION # 96
                          Whenever you open an action map, it opens in ___________ mode by default.
                          Response:

                          Answer: C


                          NEW QUESTION # 97
                          Which performance metric is specifically used to compare outcomes between GPR and legacy routing methods?
                          Response:

                          Answer: A


                          NEW QUESTION # 98
                          What does a decrease in Average Handle Time (AHT) in the Queue Detail View suggest after enabling GPR?
                          Response:

                          Answer: C


                          NEW QUESTION # 99
                          ......

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