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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q70-Q75):

NEW QUESTION # 70
Which two configurations are required when creating a new action map?
(Choose two)
Response:

Answer: A,B


NEW QUESTION # 71
Which Genesys Cloud interface allows agents to view a customer's digital journey in real-time?
Response:

Answer: B


NEW QUESTION # 72
Which two digital channels can be tracked as part of a customer journey in Genesys Predictive Engagement?
(Choose two)
Response:

Answer: B,D


NEW QUESTION # 73
Which two goals can GPE analytics help organizations achieve?
(Choose two)
Response:

Answer: C,D


NEW QUESTION # 74
Predictive Routing continuously improves over time as more interaction data becomes available.
(True/False)
Response:

Answer: B


NEW QUESTION # 75
......

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