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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q17-Q22):

NEW QUESTION # 17
What type of data does Genesys Predictive Routing primarily evaluate to make routing decisions?
Response:

Answer: C


NEW QUESTION # 18
When setting up a Predictive Routing queue, which two conditions should ideally be met for optimal performance?
Response:

Answer: A,D


NEW QUESTION # 19
What is a primary limitation of legacy skills-based routing that Genesys Predictive Routing aims to overcome?
Response:

Answer: B


NEW QUESTION # 20
Which features differentiate GPR from legacy queue-based routing?
(Choose two)
Response:

Answer: B,C


NEW QUESTION # 21
While routing an interaction to an agent, how does Genesys Cloud route the interaction if the timeout period expires?
Response:

Answer: D


NEW QUESTION # 22
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