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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q96-Q101):

NEW QUESTION # 96
Where can agents find predictive scores about a visitor's likelihood to achieve a defined business outcome?
Response:

Answer: C


NEW QUESTION # 97
Which two characteristics are core to how GPE operates?
(Choose two)
Response:

Answer: A,D


NEW QUESTION # 98
Which tool within Genesys Cloud provides access to Predictive Routing performance metrics?
Response:

Answer: D


NEW QUESTION # 99
Which outcome does AI in Predictive Routing aim to improve the most?
Response:

Answer: C


NEW QUESTION # 100
Which of the following can be used to trigger an action map?
Response:

Answer: B


NEW QUESTION # 101
......

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