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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Genesys Predictive Routing- Getting Started
  • 1. AI-based Routing Concepts
  • 2. Overview of Predictive Routing
  • 3. Business Use Cases
- Configuration
  • 1. Queue and Routing Configuration
  • 2. Predictive Routing Setup
  • 3. Performance Optimization
Genesys Predictive Engagement- Reporting and Analytics
  • 1. Engagement Analytics
  • 2. AI-driven Insights
  • 3. Performance Reporting
- Action Maps
  • 1. Customer Journey Triggers
  • 2. Targeting and Engagement Rules
  • 3. Action Map Configuration
- Customer Journey for Agents
  • 1. Agent Interaction Experience
  • 2. Customer Behavior Analysis
  • 3. Journey Context
- 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 (Q24-Q29):

NEW QUESTION # 24
Which of the following is NOT a valid action in a GPE Action Map?
Response:

Answer: D


NEW QUESTION # 25
Which are valid actions to take after completing a successful GPR test?
(Choose two)
Response:

Answer: A,C


NEW QUESTION # 26
Why would a user analyze a Segment Report in Predictive Engagement?
Response:

Answer: D


NEW QUESTION # 27
What is the purpose of visitor attributes in GPE?
Response:

Answer: C


NEW QUESTION # 28
Which report type allows users to compare queues using GPR with those using standard routing?
Response:

Answer: B


NEW QUESTION # 29
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