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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q66-Q71):

NEW QUESTION # 66
Which two characteristics describe content offers in Predictive Engagement?
(Choose two)
Response:

Answer: C,D


NEW QUESTION # 67
What can be indicators of GPR effectiveness in the Detail View?
(Choose two)
Response:

Answer: B,D


NEW QUESTION # 68
Action maps can be prioritized to control which engagement is shown first when multiple maps are eligible.
(True/False)
Response:

Answer: B


NEW QUESTION # 69
Whenever you open an action map, it opens in ___________ mode by default.
Response:

Answer: B


NEW QUESTION # 70
Predictive Routing continuously improves over time as more interaction data becomes available.
(True/False)
Response:

Answer: B


NEW QUESTION # 71
......

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