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Updated: Sep 10, 2026
Q & A: 117 Questions and Answers
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| Section | Weight | Objectives |
|---|---|---|
| AI Fundamentals in Genesys Cloud CX | 15% | - Overview of Predictive Engagement (GPE) and Predictive Routing (GPR) - AI architecture and integration within Genesys Cloud CX - Core AI concepts for customer engagement |
| Predictive Routing (GPR) Implementation | 40% | - Configuration and setup of GPR - Performance monitoring and reporting - Testing, validation, and deployment - Data preparation and model training - Getting started and prerequisites |
| Predictive Engagement (GPE) Implementation | 45% | - Agent experience and real-time insights - Optimization and continuous improvement - Setup and configuration basics - Creating and managing action maps - Defining customer segments and engagement strategies |
In GPE, what is a "Journey"?
Response:
What are two ways to limit when an action map triggers?
(Choose two)
Response:
Which metric helps identify how well an action map performs in influencing outcomes?
Response:
When creating a new queue in Genesys Cloud for Predictive Routing, which of the following is required?
Response:
Predictive Routing only works for voice interactions and is not supported for digital channels.
(True/False)
Response:
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