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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: Genesys Predictive Engagement (GPE) | - Configuration and behavior tracking
|
| Topic 3: Data, Analytics, and Governance | - Reporting and optimization
|
| Topic 4: Conversational AI and Automation | - Bot and virtual agent integration
|
| Topic 5: Integration and Implementation | - Genesys Cloud CX ecosystem integration
|
| Topic 6: Genesys Predictive Routing (GPR) | - AI-based routing logic
|
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
1. Which two reporting features are available for Predictive Routing in Genesys Cloud?
(Choose two)
Response:
A) Manual routing overrides
B) Visualization in historical dashboards
C) Predictive model source code
D) Export to Excel or CSV
2. Which of the following is an example of a supported customer journey channel in Predictive Engagement?
Response:
A) Email-to-Fax
B) PSTN call routing
C) Web chat via Messenger
D) Direct FTP engagement
3. Where can agents find predictive scores about a visitor's likelihood to achieve a defined business outcome?
Response:
A) In the Messenger Admin Panel
B) Under "Agent Scripts"
C) Within the Journey Panel in the agent UI
D) Inside the Workforce Management dashboard
4. Which metric in the Queue Detail View indicates how often GPR has been used to route interactions?
Response:
A) GPR Routing Rate
B) Wait Time Threshold
C) Agent Utilization Score
D) Outcome Comparison Index
5. Which of the following can be used to trigger an action map?
Response:
A) Number of outbound calls completed
B) Agent's time since last interaction
C) Visitor behavior such as time on page or cart abandonment
D) Scheduled report generation
Solutions:
| Question # 1 Answer: B,D | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: C |
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