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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q91-Q96):

NEW QUESTION # 91
What is the most appropriate time frame to evaluate the impact of GPR changes?
Response:

Answer: A


NEW QUESTION # 92
Which routing method distributes interactions based on the longest time since the agent last handled an interaction?
Response:

Answer: B


NEW QUESTION # 93
Which two components are evaluated in the Queue Impact View?
(Choose two)
Response:

Answer: A,C


NEW QUESTION # 94
Which two components can be modified post-queue creation to fine-tune Predictive Routing?
(Choose two)
Response:

Answer: B,D


NEW QUESTION # 95
What role does the outcome score play in predictive engagement?
Response:

Answer: A


NEW QUESTION # 96
......

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