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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q82-Q87):

NEW QUESTION # 82
When analyzing GPR performance, which two filters help narrow insights?
(Choose two)
Response:

Answer: A,C


NEW QUESTION # 83
What is a primary limitation of legacy skills-based routing that Genesys Predictive Routing aims to overcome?
Response:

Answer: B


NEW QUESTION # 84
In a GPR comparison test, what does the system evaluate?
Response:

Answer: B


NEW QUESTION # 85
An outcome must be manually assigned to every visitor to be tracked in GPE.
(True/False)
Response:

Answer: A


NEW QUESTION # 86
What are two ways to limit when an action map triggers?
(Choose two)
Response:

Answer: C,D


NEW QUESTION # 87
......

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