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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Predictive Engagement (GPE) Implementation | 45% | - Optimization and continuous improvement - Setup and configuration basics - Agent experience and real-time insights - Defining customer segments and engagement strategies - Creating and managing action maps |
| Topic 2: AI Fundamentals in Genesys Cloud CX | 15% | - Core AI concepts for customer engagement - Overview of Predictive Engagement (GPE) and Predictive Routing (GPR) - AI architecture and integration within Genesys Cloud CX |
| Topic 3: Predictive Routing (GPR) Implementation | 40% | - Getting started and prerequisites - Performance monitoring and reporting - Testing, validation, and deployment - Configuration and setup of GPR - Data preparation and model training |
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NEW QUESTION # 61
From which Genesys Cloud sections can you access GPE analytics?
(Choose two)
Response:
Answer: C,D
NEW QUESTION # 62
What happens if the condition set in an action map is no longer met during the visitor session?
Response:
Answer: C
NEW QUESTION # 63
Which configuration setting determines how long Predictive Routing waits for the best agent before expanding the search?
Response:
Answer: D
NEW QUESTION # 64
Which two insights can an agent gain from a visitor's interaction history?
(Choose two)
Response:
Answer: B,C
NEW QUESTION # 65
Which of the following must be defined when enabling Predictive Routing for a queue?
Response:
Answer: A
NEW QUESTION # 66
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