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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Genesys Predictive Engagement- Setup and Configuration
  • 1. Configuration of Engagement Features
  • 2. Predictive Engagement Fundamentals
  • 3. Web Tracking and Visitor Identification
- Reporting and Analytics
  • 1. Engagement Analytics
  • 2. AI-driven Insights
  • 3. Performance Reporting
- Customer Journey for Agents
  • 1. Customer Behavior Analysis
  • 2. Journey Context
  • 3. Agent Interaction Experience
- Action Maps
  • 1. Customer Journey Triggers
  • 2. Action Map Configuration
  • 3. Targeting and Engagement Rules
Genesys Predictive Routing- Configuration
  • 1. Predictive Routing Setup
  • 2. Performance Optimization
  • 3. Queue and Routing Configuration
- Getting Started
  • 1. Overview of Predictive Routing
  • 2. Business Use Cases
  • 3. AI-based Routing Concepts

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q13-Q18):

NEW QUESTION # 13
Which two types of content can be delivered through content offers in action maps?
(Choose two)
Response:

Answer: A,D


NEW QUESTION # 14
What is the most appropriate time frame to evaluate the impact of GPR changes?
Response:

Answer: D


NEW QUESTION # 15
Which routing method distributes interactions based on the longest time since the agent last handled an interaction?
Response:

Answer: C


NEW QUESTION # 16
What does a high segment drop-off rate typically indicate?
Response:

Answer: B


NEW QUESTION # 17
Which two characteristics describe content offers in Predictive Engagement?
(Choose two)
Response:

Answer: A,C


NEW QUESTION # 18
......

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