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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. Predictive Engagement Fundamentals
  • 3. Configuration of Engagement Features
- Customer Journey for Agents
  • 1. Journey Context
  • 2. Customer Behavior Analysis
  • 3. Agent Interaction Experience
- Action Maps
  • 1. Customer Journey Triggers
  • 2. Targeting and Engagement Rules
  • 3. Action Map Configuration
- Reporting and Analytics
  • 1. Performance Reporting
  • 2. AI-driven Insights
  • 3. Engagement Analytics

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q11-Q16):

NEW QUESTION # 11
Which platform component is used to configure digital messaging for GPE in Genesys Cloud?
Response:

Answer: A


NEW QUESTION # 12
What happens if the condition set in an action map is no longer met during the visitor session?
Response:

Answer: B


NEW QUESTION # 13
Which two characteristics are core to how GPE operates?
(Choose two)
Response:

Answer: C,D


NEW QUESTION # 14
Which data points are critical for running a GPR benefit assessment?
(Choose two)
Response:

Answer: A,B


NEW QUESTION # 15
The Journey Panel includes visual icons that represent different visitor events such as page views, engagements, and outcomes.
(True/False)
Response:

Answer: A


NEW QUESTION # 16
......

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