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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Topic 1: Genesys Predictive Routing- Getting Started
  • 1. Overview of Predictive Routing
  • 2. Business Use Cases
  • 3. AI-based Routing Concepts
- Configuration
  • 1. Queue and Routing Configuration
  • 2. Performance Optimization
  • 3. Predictive Routing Setup
Topic 2: Genesys Predictive Engagement- 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
- Action Maps
  • 1. Customer Journey Triggers
  • 2. Targeting and Engagement Rules
  • 3. Action Map Configuration
- Setup and Configuration
  • 1. Predictive Engagement Fundamentals
  • 2. Web Tracking and Visitor Identification
  • 3. Configuration of Engagement Features

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q76-Q81):

NEW QUESTION # 76
Which of the following is NOT a valid action in a GPE Action Map?
Response:

Answer: C


NEW QUESTION # 77
Which two reporting features are available for Predictive Routing in Genesys Cloud?
(Choose two)
Response:

Answer: C,D


NEW QUESTION # 78
Which two benefits does the Journey Panel offer to agents?
(Choose two)
Response:

Answer: B,D


NEW QUESTION # 79
Which two methods are available as routing options in Genesys Cloud queues?
(Choose two)
Response:

Answer: C,D


NEW QUESTION # 80
When creating a new queue in Genesys Cloud for Predictive Routing, which of the following is required?
Response:

Answer: D


NEW QUESTION # 81
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