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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q36-Q41):

NEW QUESTION # 36
Which two types of interaction data are shown to agents in the Journey Panel?
(Choose two)
Response:

Answer: A


NEW QUESTION # 37
Which two benefits does the Journey Panel offer to agents?
(Choose two)
Response:

Answer: C,D


NEW QUESTION # 38
What must be deployed to a website to enable web tracking for Predictive Engagement?
Response:

Answer: A


NEW QUESTION # 39
What is the primary function of an Action Map in Predictive Engagement?
Response:

Answer: A


NEW QUESTION # 40
While routing an interaction to an agent, how does Genesys Cloud route the interaction if the timeout period expires?
Response:

Answer: C


NEW QUESTION # 41
......

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