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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Predictive Engagement (GPE) Implementation | 45% | - Optimization and continuous improvement - Agent experience and real-time insights - Defining customer segments and engagement strategies - Creating and managing action maps - Setup and configuration basics |
| Topic 2: AI Fundamentals in Genesys Cloud CX | 15% | - AI architecture and integration within Genesys Cloud CX - Core AI concepts for customer engagement - Overview of Predictive Engagement (GPE) and Predictive Routing (GPR) |
| Topic 3: Predictive Routing (GPR) Implementation | 40% | - Performance monitoring and reporting - Configuration and setup of GPR - Testing, validation, and deployment - Getting started and prerequisites - Data preparation and model training |
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NEW QUESTION # 102
In the Queue Impact View, which KPI would most likely be tracked for a sales-focused outcome?
Response:
Answer: A
NEW QUESTION # 103
Which type of visitor data is displayed alongside interaction history for agents?
Response:
Answer: B
NEW QUESTION # 104
Which configuration setting determines how long Predictive Routing waits for the best agent before expanding the search?
Response:
Answer: A
NEW QUESTION # 105
In the Journey Panel, what does the lightning bolt icon typically indicate?
Response:
Answer: D
NEW QUESTION # 106
Which two insights can an agent gain from a visitor's interaction history?
(Choose two)
Response:
Answer: C,D
NEW QUESTION # 107
......
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