Exam Name: Cloud CX AI-GPE and GPR Certification
Certification Provider: Genesys
Corresponding Certification: Genesys Cloud CX
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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Conversational AI and Automation | - Bot and virtual agent integration
|
| Topic 2: Genesys Predictive Engagement (GPE) | - Configuration and behavior tracking
|
| Topic 3: AI & Customer Experience Fundamentals | - AI-driven customer engagement concepts
|
| Topic 4: Data, Analytics, and Governance | - Reporting and optimization
|
| Topic 5: Integration and Implementation | - Genesys Cloud CX ecosystem integration
|
| Topic 6: Genesys Predictive Routing (GPR) | - AI-based routing logic
|
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
What is the purpose of visitor attributes in GPE?
Response:
- A. Identify CRM integration errors
- B. Describe and group visitor behavior
- C. Store wrap-up codes
- D. Control voicemail storage
Correct Answer: B 🗳️
Which two insights can be derived from the Queue Detail View?
(Choose two)
Response:
- A. AI model training accuracy
- B. Agent sentiment consistency
- C. Interaction outcome distribution
- D. GPR usage trend over time
Correct Answer: C,D 🗳️
Which type of visitor data is displayed alongside interaction history for agents?
Response:
- A. Agent scoring rubrics
- B. CRM integration logs
- C. Visitor's full browsing history from all domains
- D. Session-based attributes and behaviors
Correct Answer: D 🗳️
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. Agent performance feedback
- D. System health notifications
Correct Answer: A 🗳️
Which are valid actions to take after completing a successful GPR test?
(Choose two)
Response:
- A. Notify supervisors of routing change
- B. Archive the queue data
- C. Enable GPR from the queue config
- D. Disable AI for future calls
Correct Answer: A,C 🗳️
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