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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Predictive Engagement (GPE) Implementation | 45% | - Agent experience and real-time insights - Optimization and continuous improvement - Creating and managing action maps - Setup and configuration basics - Defining customer segments and engagement strategies |
| 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 |
| Predictive Routing (GPR) Implementation | 40% | - Testing, validation, and deployment - Configuration and setup of GPR - Performance monitoring and reporting - Data preparation and model training - Getting started and prerequisites |
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
What are two primary outputs of the GPR comparison test result dashboard?
(Choose two)
Response:
- A. Queue-level performance metrics
- B. Agent shift adherence
- C. Forecast accuracy deviation
- D. Outcome uplift percentage
Correct Answer: A,D 🗳️
Which two improvements should you look for after enabling GPR?
(Choose two)
Response:
- A. Reduced call abandonment rate
- B. Increase in wait time
- C. Agent downtime metrics
- D. Higher outcome success rate
Correct Answer: A,D 🗳️
Which two engagement types are typically part of a cross-channel journey?
(Choose two)
Response:
- A. Phone queue transfer to outbound fax
- B. Web engagement to agent chat
- C. Page view to content offer
- D. Database event to WFM rule
Correct Answer: B,C 🗳️
In a GPR comparison test, what does the system evaluate?
Response:
- A. Skill proficiency levels
- B. Differences in queue wait times
- C. Agent salary and bonuses
- D. Performance of GPR versus existing routing method
Correct Answer: D 🗳️
What does a decrease in Average Handle Time (AHT) in the Queue Detail View suggest after enabling GPR?
Response:
- A. Higher routing error rates
- B. More efficient agent routing
- C. Agents are working less
- D. Reduced queue depth
Correct Answer: B 🗳️
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