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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q65-Q70):

NEW QUESTION # 65
Which report type allows users to compare queues using GPR with those using standard routing?
Response:

Answer: C


NEW QUESTION # 66
An action map can only be active on a single webpage at a time.
(True/False)
Response:

Answer: B


NEW QUESTION # 67
In GPE, what is a "Journey"?
Response:

Answer: B


NEW QUESTION # 68
Which types of events can contribute to a visitor's journey record in Genesys Predictive Engagement?
Response:

Answer: A


NEW QUESTION # 69
Which of the following must be defined when enabling Predictive Routing for a queue?
Response:

Answer: A


NEW QUESTION # 70
......

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