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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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

NEW QUESTION # 27
Genesys Cloud automatically generates monthly reports for queues using GPR.
(True/False)
Response:

Answer: B


NEW QUESTION # 28
In the Journey Panel, what does the lightning bolt icon typically indicate?
Response:

Answer: A


NEW QUESTION # 29
What is the most appropriate time frame to evaluate the impact of GPR changes?
Response:

Answer: D


NEW QUESTION # 30
Which two export formats are supported when exporting GPE reports?
(Choose two)
Response:

Answer: B,C


NEW QUESTION # 31
Which setting in an action map defines the visitor audience eligible for engagement?
Response:

Answer: D


NEW QUESTION # 32
......

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