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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q103-Q108):

NEW QUESTION # 103
What is the purpose of visitor attributes in GPE?
Response:

Answer: B


NEW QUESTION # 104
Which configuration setting determines how long Predictive Routing waits for the best agent before expanding the search?
Response:

Answer: A


NEW QUESTION # 105
Which two engagement types are typically part of a cross-channel journey?
(Choose two)
Response:

Answer: A,B


NEW QUESTION # 106
Which two metrics are key when analyzing Action Map Reports?
(Choose two)
Response:

Answer: B,C


NEW QUESTION # 107
Which two methods are available as routing options in Genesys Cloud queues?
(Choose two)
Response:

Answer: C,D


NEW QUESTION # 108
......

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