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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q86-Q91):

NEW QUESTION # 86
Which two metrics are key when analyzing Action Map Reports?
(Choose two)
Response:

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

Answer: A,D

NEW QUESTION # 87
Which configuration setting determines how long Predictive Routing waits for the best agent before expanding the search?
Response:

A. GPR Decision Timeout
B. Preferred Agent Wait Time
C. Bullseye Ring Delay
D. Maximum Conversation Time

Answer: B

NEW QUESTION # 88
GPE web tracking works even if a visitor disables cookies in their browser.
(True/False)
Response:

A. False
B. True

Answer: A

NEW QUESTION # 89
Which two engagement types are typically part of a cross-channel journey?
(Choose two)
Response:

A. Database event to WFM rule
B. Web engagement to agent chat
C. Phone queue transfer to outbound fax
D. Page view to content offer

Answer: B,D

NEW QUESTION # 90
Which of the following must be defined when enabling Predictive Routing for a queue?
Response:

A. Business outcome to optimize
B. Minimum number of agents
C. Average handle time
D. Daily routing limits

Answer: A

NEW QUESTION # 91
......

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