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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q15-Q20):

NEW QUESTION # 15
Which two improvements should you look for after enabling GPR?
(Choose two)
Response:

Answer: A,C


NEW QUESTION # 16
Which two digital channels can be tracked as part of a customer journey in Genesys Predictive Engagement?
(Choose two)
Response:

Answer: A,C


NEW QUESTION # 17
Which two types of data are commonly collected through GPE web tracking?
(Choose two)
Response:

Answer: B,D


NEW QUESTION # 18
Which two methods are available as routing options in Genesys Cloud queues?
(Choose two)
Response:

Answer: A,B


NEW QUESTION # 19
Which two characteristics describe content offers in Predictive Engagement?
(Choose two)
Response:

Answer: A,B


NEW QUESTION # 20
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