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| Section | Weight | Objectives |
|---|---|---|
| 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 Engagement (GPE) Implementation | 45% | - Setup and configuration basics - Creating and managing action maps - Agent experience and real-time insights - Defining customer segments and engagement strategies - Optimization and continuous improvement |
| Predictive Routing (GPR) Implementation | 40% | - Data preparation and model training - Testing, validation, and deployment - Getting started and prerequisites - Performance monitoring and reporting - Configuration and setup of GPR |
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NEW QUESTION # 27
Which two actions are part of outcome creation in Predictive Engagement?
(Choose two)
Response:
Answer: A,D
NEW QUESTION # 28
Which two goals can GPE analytics help organizations achieve?
(Choose two)
Response:
Answer: A,C
NEW QUESTION # 29
What is the most appropriate time frame to evaluate the impact of GPR changes?
Response:
Answer: A
NEW QUESTION # 30
Which metric in the Queue Detail View indicates how often GPR has been used to route interactions?
Response:
Answer: D
NEW QUESTION # 31
Which two characteristics are core to how GPE operates?
(Choose two)
Response:
Answer: B,C
NEW QUESTION # 32
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