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| Section | Weight | Objectives |
|---|---|---|
| AI Fundamentals in Genesys Cloud CX | 15% | - Core AI concepts for customer engagement - Overview of Predictive Engagement (GPE) and Predictive Routing (GPR) - AI architecture and integration within Genesys Cloud CX |
| Predictive Routing (GPR) Implementation | 40% | - Data preparation and model training - Configuration and setup of GPR - Testing, validation, and deployment - Performance monitoring and reporting - Getting started and prerequisites |
| Predictive Engagement (GPE) Implementation | 45% | - Optimization and continuous improvement - Setup and configuration basics - Creating and managing action maps - Agent experience and real-time insights - Defining customer segments and engagement strategies |
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NEW QUESTION # 111
You can perform a GPR benefit assessment on queues with zero interaction data.
(True/False)
Response:
Answer: A
NEW QUESTION # 112
A queue can only use Predictive Routing after 30 days of historical data has been collected.
(True/False)
Response:
Answer: A
NEW QUESTION # 113
When analyzing GPR performance, which two filters help narrow insights?
(Choose two)
Response:
Answer: A,D
NEW QUESTION # 114
Select all the actions available to use when an action map triggers.
(Choose four answers)
Response:
Answer: A,B,D,F
NEW QUESTION # 115
Which two components can be modified post-queue creation to fine-tune Predictive Routing?
(Choose two)
Response:
Answer: C,D
NEW QUESTION # 116
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