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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q88-Q93):

NEW QUESTION # 88
Which metric helps identify how well an action map performs in influencing outcomes?
Response:

Answer: D


NEW QUESTION # 89
Predictive Routing only works for voice interactions and is not supported for digital channels.
(True/False)
Response:

Answer: B


NEW QUESTION # 90
Which of the following can be used to trigger an action map?
Response:

Answer: A


NEW QUESTION # 91
Genesys Cloud manages customer journeys using separate platforms for Digital and Voice channels.
(True/False)
Response:

Answer: B


NEW QUESTION # 92
Which metric is most commonly analyzed in GPR test results to determine its effectiveness?
Response:

Answer: B


NEW QUESTION # 93
......

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