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| Section | Weight | Objectives |
|---|---|---|
| Predictive Engagement (GPE) Implementation | 45% | - Setup and configuration basics - Optimization and continuous improvement - Defining customer segments and engagement strategies - Creating and managing action maps - Agent experience and real-time insights |
| AI Fundamentals in Genesys Cloud CX | 15% | - Core AI concepts for customer engagement - AI architecture and integration within Genesys Cloud CX - Overview of Predictive Engagement (GPE) and Predictive Routing (GPR) |
| Predictive Routing (GPR) Implementation | 40% | - Performance monitoring and reporting - Data preparation and model training - Configuration and setup of GPR - Getting started and prerequisites - Testing, validation, and deployment |
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NEW QUESTION # 19
When creating a new queue in Genesys Cloud for Predictive Routing, which of the following is required?
Response:
Answer: C
NEW QUESTION # 20
Which two insights can be derived from the Queue Detail View?
(Choose two)
Response:
Answer: B,D
NEW QUESTION # 21
Action maps can be prioritized to control which engagement is shown first when multiple maps are eligible.
(True/False)
Response:
Answer: B
NEW QUESTION # 22
What are two primary outputs of the GPR comparison test result dashboard?
(Choose two)
Response:
Answer: A,B
NEW QUESTION # 23
Which platform component is used to configure digital messaging for GPE in Genesys Cloud?
Response:
Answer: C
NEW QUESTION # 24
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