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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q83-Q88):

NEW QUESTION # 83
Select all the actions available to use when an action map triggers.
(Choose four answers)
Response:

Answer: A,D,E,F


NEW QUESTION # 84
What does a high segment drop-off rate typically indicate?
Response:

Answer: D


NEW QUESTION # 85
Where can agents find predictive scores about a visitor's likelihood to achieve a defined business outcome?
Response:

Answer: A


NEW QUESTION # 86
The Journey Panel includes visual icons that represent different visitor events such as page views, engagements, and outcomes.
(True/False)
Response:

Answer: A


NEW QUESTION # 87
Which two data types are evaluated by the AI model to predict routing outcomes?
(Choose two)
Response:

Answer: B,D


NEW QUESTION # 88
......

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