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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q103-Q108):

NEW QUESTION # 103
Which two visual indicators help agents quickly understand a visitor's digital behavior?
(Choose two)
Response:

Answer: A,D


NEW QUESTION # 104
Which Genesys Cloud interface allows agents to view a customer's digital journey in real-time?
Response:

Answer: C


NEW QUESTION # 105
Which two types of data are commonly collected through GPE web tracking?
(Choose two)
Response:

Answer: A,D


NEW QUESTION # 106
Which of the following best defines an "outcome" in GPE?
Response:

Answer: A


NEW QUESTION # 107
Which metric helps identify how well an action map performs in influencing outcomes?
Response:

Answer: B


NEW QUESTION # 108
......

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