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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q27-Q32):

NEW QUESTION # 27
Where can agents find predictive scores about a visitor's likelihood to achieve a defined business outcome?
Response:

Answer: B


NEW QUESTION # 28
Which type of visitor data is displayed alongside interaction history for agents?
Response:

Answer: C


NEW QUESTION # 29
Which two types of data are commonly collected through GPE web tracking?
(Choose two)
Response:

Answer: A,D


NEW QUESTION # 30
What must be deployed to a website to enable web tracking for Predictive Engagement?
Response:

Answer: A


NEW QUESTION # 31
An action map can only be active on a single webpage at a time.
(True/False)
Response:

Answer: B


NEW QUESTION # 32
......

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