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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q22-Q27):

NEW QUESTION # 22
Which two types of engagements can action maps initiate?
(Choose two)
Response:

Answer: A,B


NEW QUESTION # 23
Which two engagement types are typically part of a cross-channel journey?
(Choose two)
Response:

Answer: C,D


NEW QUESTION # 24
An action map can only be active on a single webpage at a time.
(True/False)
Response:

Answer: B


NEW QUESTION # 25
Genesys Cloud manages customer journeys using separate platforms for Digital and Voice channels.
(True/False)
Response:

Answer: B


NEW QUESTION # 26
Which two digital channels can be tracked as part of a customer journey in Genesys Predictive Engagement?
(Choose two)
Response:

Answer: C,D


NEW QUESTION # 27
......

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