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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q94-Q99):

NEW QUESTION # 94
What are two common approaches used to structure a GPR comparison test?
(Choose two)
Response:

Answer: B,C


NEW QUESTION # 95
Which of the following best defines an "outcome" in GPE?
Response:

Answer: B


NEW QUESTION # 96
What is a primary limitation of legacy skills-based routing that Genesys Predictive Routing aims to overcome?
Response:

Answer: C


NEW QUESTION # 97
Which two best practices apply when managing multiple action maps?
(Choose two)
Response:

Answer: A,D


NEW QUESTION # 98
Predictive Routing only works for voice interactions and is not supported for digital channels.
(True/False)
Response:

Answer: A


NEW QUESTION # 99
......

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