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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: AI & Customer Experience Fundamentals | - AI-driven customer engagement concepts
|
| Topic 2: Conversational AI and Automation | - Bot and virtual agent integration
|
| Topic 3: Integration and Implementation | - Genesys Cloud CX ecosystem integration
|
| Topic 4: Genesys Predictive Engagement (GPE) | - Configuration and behavior tracking
|
| Topic 5: Genesys Predictive Routing (GPR) | - AI-based routing logic
|
| Topic 6: Data, Analytics, and Governance | - Reporting and optimization
|
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
Question 1
Which tool within Genesys Cloud provides access to Predictive Routing performance metrics?
Response:
A. Queue Performance Dashboard
B. Interaction Details View
C. Workforce Management
D. Analytics API
Question 2
What does the "frequency cap" setting control in an action map?
Response:
A. The engagement queue overflow limit
B. The number of simultaneous offers per visitor
C. The maximum times an action can trigger for a visitor
D. The number of agents assigned to the map
Question 3
Which two insights can an agent gain from a visitor's interaction history?
(Choose two)
Response:
A. Outcome scores per page
B. Visitor scroll patterns
C. Internal server processing times
D. Which action maps previously triggered
Question 4
When analyzing GPR performance, which two filters help narrow insights?
(Choose two)
Response:
A. Agent birthday
B. Interaction media type
C. Preferred language
D. Business outcome
Question 5
Which two advantages does Predictive Routing have over Bullseye routing?
(Choose two)
Response:
A. Lower infrastructure requirements
B. Dynamic agent selection
C. Outcome-based optimization
D. Static evaluation of agent pools
Solutions:
| Question 1 Answer: A | Question 2 Answer: C | Question 3 Answer: B,D | Question 4 Answer: B,D | Question 5 Answer: B,C |
