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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q71-Q76):

NEW QUESTION # 71
Once GPR is active, which of the following does the system continually use to make routing decisions?
Response:

Answer: B


NEW QUESTION # 72
Which performance metric is specifically used to compare outcomes between GPR and legacy routing methods?
Response:

Answer: A


NEW QUESTION # 73
Which of the following can be used to trigger an action map?
Response:

Answer: B


NEW QUESTION # 74
What does a high segment drop-off rate typically indicate?
Response:

Answer: A


NEW QUESTION # 75
While routing an interaction to an agent, how does Genesys Cloud route the interaction if the timeout period expires?
Response:

Answer: C


NEW QUESTION # 76
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