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| Section | Objectives |
|---|
| Genesys Predictive Engagement | - Customer Journey for Agents
- 1. Customer Behavior Analysis
- 2. Agent Interaction Experience
- 3. Journey Context
- Action Maps
- 1. Action Map Configuration
- 2. Customer Journey Triggers
- 3. Targeting and Engagement Rules
- Setup and Configuration
- 1. Predictive Engagement Fundamentals
- 2. Web Tracking and Visitor Identification
- 3. Configuration of Engagement Features
- Reporting and Analytics
- 1. Performance Reporting
- 2. Engagement Analytics
- 3. AI-driven Insights
|
| Genesys Predictive Routing | - Getting Started
- 1. Overview of Predictive Routing
- 2. Business Use Cases
- 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 (Q35-Q40):
NEW QUESTION # 35
Which are valid actions to take after completing a successful GPR test?
(Choose two)
Response:
- A. Disable AI for future calls
- B. Notify supervisors of routing change
- C. Archive the queue data
- D. Enable GPR from the queue config
Answer: B,D
NEW QUESTION # 36
Customer journey information is NOT available on which of the following channels?
(Choose three answers)
Response:
- A. Agent-initiated callbacks
- B. Web messaging
- C. Instagram DM
- D. Agentless email notifications
Answer: A,C,D
NEW QUESTION # 37
In a GPR comparison test, what does the system evaluate?
Response:
- A. Performance of GPR versus existing routing method
- B. Agent salary and bonuses
- C. Differences in queue wait times
- D. Skill proficiency levels
Answer: A
NEW QUESTION # 38
Genesys Cloud manages customer journeys using separate platforms for Digital and Voice channels.
(True/False)
Response:
Answer: A
NEW QUESTION # 39
Which evaluation method in Predictive Routing uses agent-level performance and contact attributes to optimize decisions?
Response:
- A. Outcome-Based Evaluation
- B. Queue Time Reduction
- C. Conversation History Matching
- D. Routing Script Overrides
Answer: A
NEW QUESTION # 40
......
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