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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q108-Q113):

NEW QUESTION # 108
Which two insights can be derived from the Queue Detail View?
(Choose two)
Response:

Answer: B,D


NEW QUESTION # 109
Which of the following must be defined when enabling Predictive Routing for a queue?
Response:

Answer: B


NEW QUESTION # 110
Which two components are evaluated in the Queue Impact View?
(Choose two)
Response:

Answer: B,C


NEW QUESTION # 111
Which configuration setting determines how long Predictive Routing waits for the best agent before expanding the search?
Response:

Answer: C


NEW QUESTION # 112
Unoffered actions are actions that neither qualify nor are offered to website visitors.
Response:

Answer: A


NEW QUESTION # 113
......

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