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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 - AI architecture and integration within Genesys Cloud CX - Overview of Predictive Engagement (GPE) and Predictive Routing (GPR) |
| Topic 2: Predictive Routing (GPR) Implementation | 40% | - Getting started and prerequisites - Testing, validation, and deployment - Data preparation and model training - Configuration and setup of GPR - Performance monitoring and reporting |
| Topic 3: Predictive Engagement (GPE) Implementation | 45% | - Optimization and continuous improvement - Agent experience and real-time insights - Defining customer segments and engagement strategies - Setup and configuration basics - Creating and managing action maps |
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
1. Action maps can be prioritized to control which engagement is shown first when multiple maps are eligible.
(True/False)
Response:
A) True
B) False
2. Which routing method distributes interactions based on the longest time since the agent last handled an interaction?
Response:
A) Last Agent Routing
B) Most Idle Routing
C) Predictive Routing
D) Standard Routing
3. Which elements are configured during the initial creation of a queue in Genesys Cloud?
(Choose two)
Response:
A) Skills assigned to the queue
B) Queue name and division
C) Associated outcome scores
D) Queue's voice and digital permissions
4. Which outcome does AI in Predictive Routing aim to improve the most?
Response:
A) Interaction handling time
B) Customer intent detection
C) Business outcome likelihood
D) Agent training cost
5. You can perform a GPR benefit assessment on queues with zero interaction data.
(True/False)
Response:
A) True
B) False
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: A,B | Question # 4 Answer: C | Question # 5 Answer: B |
