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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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

NEW QUESTION # 96
Which performance metric is specifically used to compare outcomes between GPR and legacy routing methods?
Response:

Answer: B


NEW QUESTION # 97
Which type of visitor data is displayed alongside interaction history for agents?
Response:

Answer: C


NEW QUESTION # 98
Which elements are configured during the initial creation of a queue in Genesys Cloud?
(Choose two)
Response:

Answer: B,D


NEW QUESTION # 99
What does the "frequency cap" setting control in an action map?
Response:

Answer: C


NEW QUESTION # 100
Which two goals can GPE analytics help organizations achieve?
(Choose two)
Response:

Answer: B,D


NEW QUESTION # 101
......

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