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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q84-Q89):

NEW QUESTION # 84
What does the "frequency cap" setting control in an action map?
Response:

Answer: C


NEW QUESTION # 85
Which two types of interaction data are shown to agents in the Journey Panel?
(Choose two)
Response:

Answer: A


NEW QUESTION # 86
Which two engagement types are typically part of a cross-channel journey?
(Choose two)
Response:

Answer: A,B


NEW QUESTION # 87
Once GPR is active, which of the following does the system continually use to make routing decisions?
Response:

Answer: B


NEW QUESTION # 88
Which two goals can GPE analytics help organizations achieve?
(Choose two)
Response:

Answer: A,D


NEW QUESTION # 89
......

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