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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Data, Analytics, and Governance | - Reporting and optimization
|
| Genesys Predictive Engagement (GPE) | - Configuration and behavior tracking
|
| Integration and Implementation | - Genesys Cloud CX ecosystem integration
|
| Conversational AI and Automation | - Bot and virtual agent integration
|
| Genesys Predictive Routing (GPR) | - AI-based routing logic
|
| AI & Customer Experience Fundamentals | - AI-driven customer engagement concepts
|
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
1. Which of the following qualifies as a content offer in Predictive Engagement?
Response:
A) A proactive discount banner triggered by behavior
B) Real-time WFM alerts
C) System health notifications
D) Agent performance feedback
2. What role does the outcome score play in predictive engagement?
Response:
A) Indicates probability of achieving an outcome
B) Determines skill assignment
C) Predicts queue overflow
D) Measures agent satisfaction
3. Which tool within Genesys Cloud provides access to Predictive Routing performance metrics?
Response:
A) Queue Performance Dashboard
B) Interaction Details View
C) Analytics API
D) Workforce Management
4. Agents cannot see visitor interaction details from previous sessions in the Journey Panel.
(True/False)
Response:
A) False
B) True
5. What is the purpose of visitor attributes in GPE?
Response:
A) Control voicemail storage
B) Store wrap-up codes
C) Describe and group visitor behavior
D) Identify CRM integration errors
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: C |
