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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| AI Fundamentals in Genesys Cloud CX | 15% | - AI architecture and integration within Genesys Cloud CX - Overview of Predictive Engagement (GPE) and Predictive Routing (GPR) - Core AI concepts for customer engagement |
| 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 |
| Predictive Engagement (GPE) Implementation | 45% | - Creating and managing action maps - Optimization and continuous improvement - Agent experience and real-time insights - Defining customer segments and engagement strategies - Setup and configuration basics |
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
1. Which outcome does AI in Predictive Routing aim to improve the most?
Response:
A) Interaction handling time
B) Business outcome likelihood
C) Agent training cost
D) Customer intent detection
2. Which two data types are evaluated by the AI model to predict routing outcomes?
(Choose two)
Response:
A) Interaction timestamps
B) Customer sentiment data
C) Agent handle time trends
D) Number of agent certifications
3. In GPE, what is a "Journey"?
Response:
A) A summary report of daily routing activity
B) A training module for GPE AI models
C) A list of queue transfers within IVR
D) The path a visitor takes across touchpoints and channels
4. Which report type allows users to compare queues using GPR with those using standard routing?
Response:
A) Queue Comparison Report
B) Agent Schedule Adherence Report
C) Skill-Based Routing Audit Log
D) Contact List Summary Report
5. What role does the outcome score play in predictive engagement?
Response:
A) Measures agent satisfaction
B) Determines skill assignment
C) Indicates probability of achieving an outcome
D) Predicts queue overflow
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B,C | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: C |
