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Genesys GCX-AI-GPE Exam Overview:
| Certification Vendor: | Genesys |
|---|---|
| Exam Name: | Genesys Cloud CX AI-GPE and GPR Certification Exam |
| Exam Number: | GCX-AI-GPE |
| Exam Format: | Multiple Choice, Multiple Select |
| Exam Duration: | 120 minutes |
| Certificate Validity Period: | 2 years |
| Available Languages: | English |
| Related Certifications: | Genesys Cloud CX Administrator Certification Genesys Cloud CX Core Certification |
| Exam Price: | $500 USD |
| Passing Score: | 70% |
| Real Exam Qty: | 50 - 55 |
| Recommended Training: | Genesys Beyond Learning: Predictive Engagement Genesys Beyond Learning: Predictive Routing |
| Exam Registration: | Genesys Certification Portal |
| Sample Questions: | Genesys GCX-AI-GPE Sample Questions |
| Exam Way: | Online proctored exam, available remotely |
| Pre Condition: | Foundational knowledge of Genesys Cloud CX platform; recommended: Genesys Cloud CX Core or Administrator certification |
| Official Syllabus URL: | https://www.genesys.com/en-gb/certification/cloud-cx-ai-gpe-gpr |
Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Predictive Routing (GPR) Implementation | 40% | - Data preparation and model training - Performance monitoring and reporting - Getting started and prerequisites - Configuration and setup of GPR - Testing, validation, and deployment |
| Topic 2: AI Fundamentals in Genesys Cloud CX | 15% | - Overview of Predictive Engagement (GPE) and Predictive Routing (GPR) - Core AI concepts for customer engagement - AI architecture and integration within Genesys Cloud CX |
| Topic 3: Predictive Engagement (GPE) Implementation | 45% | - Agent experience and real-time insights - Setup and configuration basics - Optimization and continuous improvement - Defining customer segments and engagement strategies - Creating and managing action maps |
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
Question #1
__________ identify visitors based on characteristics like location, browser, device type, etc.
Response:
- A. Campaign attributes
- B. Visitor attributes
- C. Custom attributes
- D. Visitor journey attributes
Correct Answer: B 🗳️
Question #2
The Queue Impact View only displays metrics for the current day's interactions.
(True/False)
Response:
- A. False
- B. True
Correct Answer: A 🗳️
Question #3
Which are AI-related capabilities used in Genesys Predictive Routing?
(Choose two)
Response:
- A. Intelligent agent selection
- B. Sentiment-based agent scheduling
- C. AI-driven outcome prediction
- D. Predictive web tracking
Correct Answer: A,C 🗳️
Question #4
In GPE, what is a "Journey"?
Response:
- A. A list of queue transfers within IVR
- B. A summary report of daily routing activity
- C. A training module for GPE AI models
- D. The path a visitor takes across touchpoints and channels
Correct Answer: D 🗳️
Question #5
Which data point is commonly found in a Visitor Activity Report?
Response:
- A. Total billing units
- B. Real-time agent count
- C. Number of agent escalations
- D. Visitor session ID
Correct Answer: D 🗳️
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By Henry
