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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q92-Q97):

NEW QUESTION # 92
What is a primary limitation of legacy skills-based routing that Genesys Predictive Routing aims to overcome?
Response:

Answer: A


NEW QUESTION # 93
Which of the following is an example of a supported customer journey channel in Predictive Engagement?
Response:

Answer: D


NEW QUESTION # 94
What can be indicators of GPR effectiveness in the Detail View?
(Choose two)
Response:

Answer: A,B


NEW QUESTION # 95
Predictive Engagement reports in Genesys Cloud can be scheduled for automated delivery.
(True/False)
Response:

Answer: B


NEW QUESTION # 96
Which two components can be modified post-queue creation to fine-tune Predictive Routing?
(Choose two)
Response:

Answer: B,C


NEW QUESTION # 97
......

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