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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: AI Fundamentals in Genesys Cloud CX | 15% | - Overview of Predictive Engagement (GPE) and Predictive Routing (GPR) - Core AI concepts for customer engagement - AI architecture and integration within Genesys Cloud CX |
| Topic 2: Predictive Routing (GPR) Implementation | 40% | - Data preparation and model training - Getting started and prerequisites - Configuration and setup of GPR - Performance monitoring and reporting - Testing, validation, and deployment |
| Topic 3: Predictive Engagement (GPE) Implementation | 45% | - Agent experience and real-time insights - Defining customer segments and engagement strategies - Optimization and continuous improvement - Creating and managing action maps - Setup and configuration basics |
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NEW QUESTION # 35
Which two metrics are key when analyzing Action Map Reports?
(Choose two)
Response:
Answer: B,C
NEW QUESTION # 36
After a successful test and validation, how is Predictive Routing activated in Genesys Cloud CX?
Response:
Answer: B
NEW QUESTION # 37
Once GPR is active, which of the following does the system continually use to make routing decisions?
Response:
Answer: D
NEW QUESTION # 38
What are two common approaches used to structure a GPR comparison test?
(Choose two)
Response:
Answer: B,C
NEW QUESTION # 39
Which setting in an action map defines the visitor audience eligible for engagement?
Response:
Answer: B
NEW QUESTION # 40
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