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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q23-Q28):

NEW QUESTION # 23
Which metric in the Queue Detail View indicates how often GPR has been used to route interactions?
Response:

Answer: B


NEW QUESTION # 24
To utilize predictive routing to its best potential, at least _____ days of data is required.
Response:

Answer: B


NEW QUESTION # 25
Which two advantages does Predictive Routing have over Bullseye routing?
(Choose two)
Response:

Answer: A,D


NEW QUESTION # 26
The Queue Impact View only displays metrics for the current day's interactions.
(True/False)
Response:

Answer: B


NEW QUESTION # 27
Which two benefits does the Journey Panel offer to agents?
(Choose two)
Response:

Answer: A,C


NEW QUESTION # 28
......

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