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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q98-Q103):

NEW QUESTION # 98
Which tool within Genesys Cloud provides access to Predictive Routing performance metrics?
Response:

A. Queue Performance Dashboard
B. Workforce Management
C. Interaction Details View
D. Analytics API

Answer: A

NEW QUESTION # 99
Which two visual indicators help agents quickly understand a visitor's digital behavior?
(Choose two)
Response:

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

Answer: B,C

NEW QUESTION # 100
Which platform component is used to configure digital messaging for GPE in Genesys Cloud?
Response:

A. Messenger Admin Tool
B. Data Actions Integrations
C. Architect Flow Designer
D. Admin > Messenger in Genesys Cloud

Answer: D

NEW QUESTION # 101
Which two metrics are key when analyzing Action Map Reports?
(Choose two)
Response:

A. Conversion events
B. Outbound email responses
C. Offer impressions
D. Agent login times

Answer: A,C

NEW QUESTION # 102
A queue can only use Predictive Routing after 30 days of historical data has been collected.
(True/False)
Response:

A. True
B. False

Answer: B

NEW QUESTION # 103
......

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