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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Integration and Implementation | - Genesys Cloud CX ecosystem integration
|
| Data, Analytics, and Governance | - Reporting and optimization
|
| AI & Customer Experience Fundamentals | - AI-driven customer engagement concepts
|
| Conversational AI and Automation | - Bot and virtual agent integration
|
| Genesys Predictive Routing (GPR) | - AI-based routing logic
|
| Genesys Predictive Engagement (GPE) | - Configuration and behavior tracking
|
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
1. What type of metrics can be viewed in an Action Map Report?
Response:
A) Call duration and hold time
B) Agent logins and shift adherence
C) Offer impressions, acceptances, and conversion rate
D) Bot-to-agent transfer count
2. 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
3. What must be deployed to a website to enable web tracking for Predictive Engagement?
Response:
A) SIP trunk
B) GPE tracking snippet (JavaScript)
C) Predictive Router Agent
D) WebRTC gateway
4. What can be indicators of GPR effectiveness in the Detail View?
(Choose two)
Response:
A) Stable or improved customer satisfaction
B) Decline in first call resolution
C) Increase in transfer rate
D) Reduced average talk time
5. Which routing method distributes interactions based on the longest time since the agent last handled an interaction?
Response:
A) Last Agent Routing
B) Most Idle Routing
C) Standard Routing
D) Predictive Routing
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: A,D | Question # 5 Answer: B |
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