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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Genesys Predictive Engagement (GPE) | - Configuration and behavior tracking
|
| Topic 2: Genesys Predictive Routing (GPR) | - AI-based routing logic
|
| Topic 3: Data, Analytics, and Governance | - Reporting and optimization
|
| Topic 4: Conversational AI and Automation | - Bot and virtual agent integration
|
| Topic 5: AI & Customer Experience Fundamentals | - AI-driven customer engagement concepts
|
| Topic 6: Integration and Implementation | - Genesys Cloud CX ecosystem integration
|
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
What is one use case for using multiple action maps on a website?
Response:
- A. Managing IVR prompts
- B. Limiting workforce management access
- C. Supporting different user journeys and outcomes
- D. Routing inbound emails
Correct Answer: C 🗳️
What can be indicators of GPR effectiveness in the Detail View?
(Choose two)
Response:
- A. Stable or improved customer satisfaction
- B. Reduced average talk time
- C. Increase in transfer rate
- D. Decline in first call resolution
Correct Answer: A,B 🗳️
Which two goals can GPE analytics help organizations achieve?
(Choose two)
Response:
- A. Optimize visitor engagement timing
- B. Reduce hardware usage
- C. Improve digital conversion rates
- D. Increase agent call time
Correct Answer: A,C 🗳️
Which are valid actions to take after completing a successful GPR test?
(Choose two)
Response:
- A. Disable AI for future calls
- B. Archive the queue data
- C. Notify supervisors of routing change
- D. Enable GPR from the queue config
Correct Answer: C,D 🗳️
Which performance metric is specifically used to compare outcomes between GPR and legacy routing methods?
Response:
- A. Routing decision delay
- B. Customer sentiment ratio
- C. Outcome uplift percentage
- D. Agent escalation rate
Correct Answer: C 🗳️
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