As AI continues to reshape customer experience platforms, Genesys Cloud CX AI certifications are becoming increasingly valuable for professionals working in contact centers, digital engagement, and customer journey optimization. One of the most important credentials in this area is the Genesys Cloud CX: AI – GPE & GPR Certification (GCX-AI-GPE). The latest GCX-AI-GPE exam dumps from Passcert will be released soon, helping candidates prepare efficiently and confidently for this in-demand certification.

Overview of the Genesys Cloud CX: AI – GPE & GPR Certification

The Genesys Cloud CX: AI – GPE & GPR Certification validates a candidate's expertise in using Genesys Cloud CX AI capabilities, with a strong focus on:

● Genesys Predictive Routing (GPR)

● Genesys Predictive Engagement (GPE)

This certification demonstrates your ability to configure, deploy, and optimize AI-driven routing, engagement, and customer journey solutions within the Genesys Cloud CX platform. It is ideal for CX architects, administrators, consultants, and AI-focused professionals working with Genesys Cloud.

Detailed GCX-AI-GPE Exam Information and Format

Here are the official details of the exam:

Exam Code: GCX-AI-GPE

Number of Questions: 40

Duration: 120 minutes

Exam Language: English only

Passing Score: 65%

Question Types: Multiple Choice, Multiple Select, True/False

The exam is designed to test both conceptual understanding and practical configuration knowledge of Genesys Cloud CX AI features.

In-Depth Breakdown of GCX-AI-GPE Exam Objectives

1. Genesys Cloud CX: AI – Predictive Routing – Getting Started

This section focuses on foundational knowledge and evaluation of Predictive Routing:

● Differentiate between Genesys Predictive Routing (GPR) and legacy skills-based or queue-based routing

● Run a GPR benefit assessment

● Run and analyze a comparison test

● View and interpret test results

● Explore how AI is used within GPR

● Activate Genesys Predictive Routing

2. Genesys Cloud CX: AI – Predictive Routing – Configuration

Candidates are tested on practical configuration skills, including:

● Creating and managing queues

● Exploring routing methods and evaluation techniques

● Configuring queues for optimal AI-driven routing performance

3. Genesys Cloud CX: AI – Predictive Engagement – Setup and Configuration

This is one of the most important and heavily tested areas:

● Define key GPE terminologies

● Understand the fundamentals of Genesys Predictive Engagement

● Configure and deploy Genesys Messenger

● Configure GPE commands and web tracking

● Manage attributes and segments

● Create outcomes and predict outcome scores

● Build action maps for proactive customer engagement

4. Genesys Cloud CX: AI – Predictive Engagement – Working with Action Maps

This section evaluates how well you can operationalize Predictive Engagement:

● Understand different types of action maps

● Maintain and trigger action maps

● Configure action maps to deliver contextual customer interactions

5. Genesys Cloud CX: AI – Predictive Engagement – Customer Journey for Agents

Here, the focus shifts to the agent experience and customer journey visibility:

● Explore customer journey channels

● Access and navigate customer journeys

● View customer interactions

● Understand and describe customer journey icons

6. Genesys Cloud CX: AI – Predictive Engagement – Reporting and Analytics

This objective tests your ability to measure and optimize AI-driven engagement:

● Explore GPE analytics

● View, customize, and export an action map report

● View, customize, and export a visitor activity report

● View, customize, and export a segment report

● Describe content offers

Best Study Tips to Prepare for the Genesys GCX-AI-GPE Exam

To pass the GCX-AI-GPE exam efficiently, a structured and practical study approach is essential:

Understand AI concepts, not just definitions

Focus on how predictive routing and engagement work, not just what they are.

Practice configuration workflows

Be comfortable with queue setup, action map creation, and engagement configuration steps.

Study real-world scenarios

Many questions are scenario-based and require choosing the best AI-driven solution.

Review analytics and reports carefully

Know what each report shows and when it should be used.

Use updated exam-style practice questions

Practicing with realistic questions helps you identify weak areas and manage exam time effectively.

Final Thoughts: Pass the GCX-AI-GPE Exam with Confidence

The Genesys Cloud CX: AI – GPE & GPR Certification (GCX-AI-GPE) is a powerful credential for professionals looking to prove their expertise in AI-driven customer experience, predictive routing, and engagement analytics. With its strong emphasis on real-world configuration, AI usage, and reporting, this exam is challenging—but absolutely achievable with the right preparation strategy.

If you want to prepare faster, practice smarter, and pass with confidence, keep an eye on Passcert's upcoming GCX-AI-GPE exam dumps and start your certification journey the right way.