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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q51-Q56):

NEW QUESTION # 51
Genesys Cloud automatically generates monthly reports for queues using GPR.
(True/False)
Response:

Answer: A


NEW QUESTION # 52
What are two purposes of creating segments in GPE?
(Choose two)
Response:

Answer: A,D


NEW QUESTION # 53
What are two primary outputs of the GPR comparison test result dashboard?
(Choose two)
Response:

Answer: A,C


NEW QUESTION # 54
Which data point is commonly found in a Visitor Activity Report?
Response:

Answer: D


NEW QUESTION # 55
What must be deployed to a website to enable web tracking for Predictive Engagement?
Response:

Answer: C


NEW QUESTION # 56
......

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