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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Genesys Predictive Engagement- Setup and Configuration
  • 1. Predictive Engagement Fundamentals
  • 2. Configuration of Engagement Features
  • 3. Web Tracking and Visitor Identification
- Reporting and Analytics
  • 1. AI-driven Insights
  • 2. Engagement Analytics
  • 3. Performance Reporting
- Action Maps
  • 1. Targeting and Engagement Rules
  • 2. Action Map Configuration
  • 3. Customer Journey Triggers
- Customer Journey for Agents
  • 1. Journey Context
  • 2. Customer Behavior Analysis
  • 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. Queue and Routing Configuration
  • 3. Predictive Routing Setup

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q13-Q18):

NEW QUESTION # 13
Which of the following best describes the core purpose of Genesys Predictive Engagement (GPE)?
Response:

Answer: A


NEW QUESTION # 14
From which Genesys Cloud sections can you access GPE analytics?
(Choose two)
Response:

Answer: A,D


NEW QUESTION # 15
Predictive Routing only works for voice interactions and is not supported for digital channels.
(True/False)
Response:

Answer: A


NEW QUESTION # 16
Which two of the following are valid terminologies in the GPE system?
(Choose two)
Response:

Answer: C,D


NEW QUESTION # 17
Which metric in the Queue Detail View indicates how often GPR has been used to route interactions?
Response:

Answer: B


NEW QUESTION # 18
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