Exam Name: Cloud CX AI-GPE and GPR Certification
Certification Provider: Genesys
Corresponding Certification: Genesys Cloud CX
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Check Updated on: Oct 04, 2026
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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| AI & Customer Experience Fundamentals | - AI-driven customer engagement concepts
|
| Genesys Predictive Routing (GPR) | - AI-based routing logic
|
| Integration and Implementation | - Genesys Cloud CX ecosystem integration
|
| Genesys Predictive Engagement (GPE) | - Configuration and behavior tracking
|
| Data, Analytics, and Governance | - Reporting and optimization
|
| Conversational AI and Automation | - Bot and virtual agent integration
|
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
What does a decrease in Average Handle Time (AHT) in the Queue Detail View suggest after enabling GPR?
Response:
- A. Agents are working less
- B. Reduced queue depth
- C. Higher routing error rates
- D. More efficient agent routing
Correct Answer: D 🗳️
What are two purposes of creating segments in GPE?
(Choose two)
Response:
- A. Limit bot escalation
- B. Group visitors based on behavior
- C. Track agent idle time
- D. Trigger real-time messages
Correct Answer: B,D 🗳️
Which two improvements should you look for after enabling GPR?
(Choose two)
Response:
- A. Higher outcome success rate
- B. Reduced call abandonment rate
- C. Increase in wait time
- D. Agent downtime metrics
Correct Answer: A,B 🗳️
To utilize predictive routing to its best potential, at least _____ days of data is required.
Response:
- A. 60
- B. 120
- C. 30
- D. 90
Correct Answer: D 🗳️
The Queue Impact View only displays metrics for the current day's interactions.
(True/False)
Response:
- A. True
- B. False
Correct Answer: B 🗳️
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