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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q82-Q87):

NEW QUESTION # 82
What are two primary outputs of the GPR comparison test result dashboard?
(Choose two)
Response:

Answer: A,D


NEW QUESTION # 83
What is the most appropriate time frame to evaluate the impact of GPR changes?
Response:

Answer: A


NEW QUESTION # 84
Which two benefits does the Journey Panel offer to agents?
(Choose two)
Response:

Answer: B,C


NEW QUESTION # 85
Which two of the following are valid terminologies in the GPE system?
(Choose two)
Response:

Answer: B,D


NEW QUESTION # 86
Which Genesys Cloud interface allows agents to view a customer's digital journey in real-time?
Response:

Answer: C


NEW QUESTION # 87
......

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