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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Genesys Predictive Routing (GPR) | - AI-based routing logic
|
| Topic 2: Integration and Implementation | - Genesys Cloud CX ecosystem integration
|
| Topic 3: Data, Analytics, and Governance | - Reporting and optimization
|
| Topic 4: AI & Customer Experience Fundamentals | - AI-driven customer engagement concepts
|
| Topic 5: Genesys Predictive Engagement (GPE) | - Configuration and behavior tracking
|
| Topic 6: Conversational AI and Automation | - Bot and virtual agent integration
|
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
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 🗳️
Which two digital channels can be tracked as part of a customer journey in Genesys Predictive Engagement?
(Choose two)
Response:
- A. Web chat via Messenger
- B. Website clickstream
- C. SIP-to-SIP handoff
- D. Fax over IP
Correct Answer: A,B 🗳️
The Queue Impact View only displays metrics for the current day's interactions.
(True/False)
Response:
- A. False
- B. True
Correct Answer: A 🗳️
Whenever you open an action map, it opens in ___________ mode by default.
Response:
- A. Delete
- B. Duplicate
- C. View
- D. Edit
Correct Answer: D 🗳️
You can perform a GPR benefit assessment on queues with zero interaction data.
(True/False)
Response:
- A. False
- B. True
Correct Answer: A 🗳️
