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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Genesys Predictive Routing (GPR) | - AI-based routing logic
|
| Topic 2: Conversational AI and Automation | - Bot and virtual agent integration
|
| Topic 3: Data, Analytics, and Governance | - Reporting and optimization
|
| Topic 4: Integration and Implementation | - Genesys Cloud CX ecosystem integration
|
| Topic 5: Genesys Predictive Engagement (GPE) | - Configuration and behavior tracking
|
| Topic 6: AI & Customer Experience Fundamentals | - AI-driven customer engagement concepts
|
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
Question #1
Which elements are configured during the initial creation of a queue in Genesys Cloud?
(Choose two)
Response:
A. Skills assigned to the queue
B. Queue name and division
C. Queue's voice and digital permissions
D. Associated outcome scores
Question #2
Once GPR is active, which of the following does the system continually use to make routing decisions?
Response:
A. Randomized agent rotations
B. Predefined agent priorities
C. Predictive models trained on historical data
D. Real-time IVR keyword detection
Question #3
In the Journey Panel, what does the lightning bolt icon typically indicate?
Response:
A. Abandoned session
B. Triggered action map
C. High agent satisfaction
D. Visitor error
Question #4
Which two best practices apply when managing multiple action maps?
(Choose two)
Response:
A. Set clear priority rankings
B. Avoid overlapping targeting rules
C. Assign all to the same segment
D. Add routing script overrides
Question #5
Which setting in an action map defines the visitor audience eligible for engagement?
Response:
A. Segment filter
B. Outcome threshold
C. Messenger configuration
D. Traffic source group
Solutions:
| Question #1 Correct Answer: A,B | Question #2 Correct Answer: C | Question #3 Correct Answer: B | Question #4 Correct Answer: A,B | Question #5 Correct Answer: A |
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