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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q98-Q103):

NEW QUESTION # 98
After a successful test and validation, how is Predictive Routing activated in Genesys Cloud CX?
Response:

Answer: C


NEW QUESTION # 99
Which two digital channels can be tracked as part of a customer journey in Genesys Predictive Engagement?
(Choose two)
Response:

Answer: A,D


NEW QUESTION # 100
Which routing method distributes interactions based on the longest time since the agent last handled an interaction?
Response:

Answer: B


NEW QUESTION # 101
What are two ways to limit when an action map triggers?
(Choose two)
Response:

Answer: B,D


NEW QUESTION # 102
What role does the outcome score play in predictive engagement?
Response:

Answer: D


NEW QUESTION # 103
......

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