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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Integration and Implementation | - Genesys Cloud CX ecosystem integration
|
| Topic 2: Conversational AI and Automation | - Bot and virtual agent integration
|
| Topic 3: Genesys Predictive Engagement (GPE) | - Configuration and behavior tracking
|
| Topic 4: Data, Analytics, and Governance | - Reporting and optimization
|
| Topic 5: AI & Customer Experience Fundamentals | - AI-driven customer engagement concepts
|
| Topic 6: Genesys Predictive Routing (GPR) | - AI-based routing logic
|
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
Question 1
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
Question 2
Which Genesys Cloud interface allows agents to view a customer's digital journey in real-time?
Response:
A. Interaction Details View
B. Architect
C. Predictive Engagement Journey Panel
D. Workforce Engagement Panel
Question 3
Which two types of interaction data are shown to agents in the Journey Panel?
(Choose two)
Response:
A. Page dwell times
B. Visitor's operating system logs
Question 4
Which two actions are part of outcome creation in Predictive Engagement?
(Choose two)
Response:
A. Define success events (e.g., form submission)
B. Enable conversion tracking
C. Set threshold values for agents
D. Choose outcome categories
Question 5
Which platform component is used to configure digital messaging for GPE in Genesys Cloud?
Response:
A. Messenger Admin Tool
B. Data Actions Integrations
C. Architect Flow Designer
D. Admin > Messenger in Genesys Cloud
Solutions:
| Question 1 Answer: C | Question 2 Answer: C | Question 3 Answer: A | Question 4 Answer: A,B | Question 5 Answer: D |
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