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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Updated GCX-AI-GPE - Cloud CX AI-GPE and GPR Certification Exam Forum

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q84-Q89):

NEW QUESTION # 84
Which tool within Genesys Cloud provides access to Predictive Routing performance metrics?
Response:

Answer: A


NEW QUESTION # 85
Which two insights can be derived from the Queue Detail View?
(Choose two)
Response:

Answer: C,D


NEW QUESTION # 86
Which of the following qualifies as a content offer in Predictive Engagement?
Response:

Answer: D


NEW QUESTION # 87
Which type of visitor data is displayed alongside interaction history for agents?
Response:

Answer: D


NEW QUESTION # 88
Which elements are configured during the initial creation of a queue in Genesys Cloud?
(Choose two)
Response:

Answer: A,C


NEW QUESTION # 89
......

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