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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q89-Q94):

NEW QUESTION # 89
Which two characteristics describe content offers in Predictive Engagement?
(Choose two)
Response:

A. Require queue assignment
B. Can be personalized using attributes
C. Automatically adjust voice prompts
D. Delivered based on visitor behavior

Answer: B,D

NEW QUESTION # 90
Which routing method distributes interactions based on the longest time since the agent last handled an interaction?
Response:

A. Predictive Routing
B. Standard Routing
C. Most Idle Routing
D. Last Agent Routing

Answer: C

NEW QUESTION # 91
Select all the actions available to use when an action map triggers.
(Choose four answers)
Response:

A. Web messaging
B. Advanced orchestration flow
C. Voice call
D. Content offer
E. Web chat
F. Instant agent interaction

Answer: A,B,D,E

NEW QUESTION # 92
Which data point is commonly found in a Visitor Activity Report?
Response:

A. Total billing units
B. Number of agent escalations
C. Real-time agent count
D. Visitor session ID

Answer: D

NEW QUESTION # 93
Which area in Genesys Cloud provides analytics specifically for Predictive Engagement activities?
Response:

A. Script Editor Analytics View
B. SIP Trunk Statistics Panel
C. Action Map Analytics Dashboard
D. Workforce Management Dashboard

Answer: C

NEW QUESTION # 94
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