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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q50-Q55):

NEW QUESTION # 50
Which of the following can be used to trigger an action map?
Response:

Answer: A


NEW QUESTION # 51
While routing an interaction to an agent, how does Genesys Cloud route the interaction if the timeout period expires?
Response:

Answer: C


NEW QUESTION # 52
From which Genesys Cloud sections can you access GPE analytics?
(Choose two)
Response:

Answer: B,C


NEW QUESTION # 53
Content offers in Predictive Engagement can only be triggered manually by agents.
(True/False)
Response:

Answer: A


NEW QUESTION # 54
Which two characteristics describe content offers in Predictive Engagement?
(Choose two)
Response:

Answer: A,C


NEW QUESTION # 55
......

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