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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Topic 1: Genesys Predictive Routing- Configuration
  • 1. Predictive Routing Setup
  • 2. Performance Optimization
  • 3. Queue and Routing Configuration
- Getting Started
  • 1. Business Use Cases
  • 2. AI-based Routing Concepts
  • 3. Overview of Predictive Routing
Topic 2: Genesys Predictive Engagement- Setup and Configuration
  • 1. Predictive Engagement Fundamentals
  • 2. Configuration of Engagement Features
  • 3. Web Tracking and Visitor Identification
- Action Maps
  • 1. Customer Journey Triggers
  • 2. Targeting and Engagement Rules
  • 3. Action Map Configuration
- Customer Journey for Agents
  • 1. Journey Context
  • 2. Customer Behavior Analysis
  • 3. Agent Interaction Experience
- 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 (Q44-Q49):

NEW QUESTION # 44
Which type of visitor data is displayed alongside interaction history for agents?
Response:

Answer: D


NEW QUESTION # 45
Which area in Genesys Cloud provides analytics specifically for Predictive Engagement activities?
Response:

Answer: C


NEW QUESTION # 46
Which report type allows users to compare queues using GPR with those using standard routing?
Response:

Answer: A


NEW QUESTION # 47
What are two purposes of creating segments in GPE?
(Choose two)
Response:

Answer: C,D


NEW QUESTION # 48
Which platform component is used to configure digital messaging for GPE in Genesys Cloud?
Response:

Answer: A


NEW QUESTION # 49
......

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