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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Data, Analytics, and Governance | - Reporting and optimization
|
| Topic 2: AI & Customer Experience Fundamentals | - AI-driven customer engagement concepts
|
| Topic 3: Genesys Predictive Routing (GPR) | - AI-based routing logic
|
| Topic 4: Genesys Predictive Engagement (GPE) | - Configuration and behavior tracking
|
| Topic 5: Conversational AI and Automation | - Bot and virtual agent integration
|
| Topic 6: Integration and Implementation | - Genesys Cloud CX ecosystem integration
|
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
Unoffered actions are actions that neither qualify nor are offered to website visitors.
Response:
- A. True
- B. False
Correct Answer: B 🗳️
What are two purposes of creating segments in GPE?
(Choose two)
Response:
- A. Limit bot escalation
- B. Group visitors based on behavior
- C. Trigger real-time messages
- D. Track agent idle time
Correct Answer: B,C 🗳️
Which two types of interaction data are shown to agents in the Journey Panel?
(Choose two)
Response:
- A. Visitor's operating system logs
- B. Page dwell times
Correct Answer: B 🗳️
An outcome must be manually assigned to every visitor to be tracked in GPE.
(True/False)
Response:
- A. True
- B. False
Correct Answer: B 🗳️
Which prerequisite must be met before launching a GPR benefit assessment in Genesys Cloud CX?
Response:
- A. A queue with sufficient historical interaction data
- B. All agents must be certified in predictive engagement
- C. Genesys Cloud AI premium add-on must be disabled
- D. The organization must have enabled historical analytics
Correct Answer: A 🗳️
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