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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Predictive Engagement (GPE) Implementation | 45% | - Agent experience and real-time insights - Optimization and continuous improvement - Setup and configuration basics - Creating and managing action maps - Defining customer segments and engagement strategies |
| Topic 2: 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) |
| Topic 3: Predictive Routing (GPR) Implementation | 40% | - Testing, validation, and deployment - Data preparation and model training - Performance monitoring and reporting - Configuration and setup of GPR - Getting started and prerequisites |
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NEW QUESTION # 100
While routing an interaction to an agent, how does Genesys Cloud route the interaction if the timeout period expires?
Response:
Answer: C
NEW QUESTION # 101
When analyzing GPR performance, which two filters help narrow insights?
(Choose two)
Response:
Answer: A,D
NEW QUESTION # 102
Which tool within Genesys Cloud provides access to Predictive Routing performance metrics?
Response:
Answer: B
NEW QUESTION # 103
What must be deployed to a website to enable web tracking for Predictive Engagement?
Response:
Answer: B
NEW QUESTION # 104
You can perform a GPR benefit assessment on queues with zero interaction data.
(True/False)
Response:
Answer: A
NEW QUESTION # 105
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