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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q26-Q31):

NEW QUESTION # 26
Which platform component is used to configure digital messaging for GPE in Genesys Cloud?
Response:

Answer: C


NEW QUESTION # 27
Which two reporting features are available for Predictive Routing in Genesys Cloud?
(Choose two)
Response:

Answer: A,D


NEW QUESTION # 28
Which two characteristics are core to how GPE operates?
(Choose two)
Response:

Answer: A,C


NEW QUESTION # 29
To utilize predictive routing to its best potential, at least _____ days of data is required.
Response:

Answer: A


NEW QUESTION # 30
Which evaluation method in Predictive Routing uses agent-level performance and contact attributes to optimize decisions?
Response:

Answer: B


NEW QUESTION # 31
......

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