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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q32-Q37):

NEW QUESTION # 32
Which of the following must be defined when enabling Predictive Routing for a queue?
Response:

Answer: B


NEW QUESTION # 33
Which two goals can GPE analytics help organizations achieve?
(Choose two)
Response:

Answer: B,D


NEW QUESTION # 34
Which area in Genesys Cloud provides analytics specifically for Predictive Engagement activities?
Response:

Answer: B


NEW QUESTION # 35
In GPE, what is a "Journey"?
Response:

Answer: A


NEW QUESTION # 36
Which are valid actions to take after completing a successful GPR test?
(Choose two)
Response:

Answer: A,C


NEW QUESTION # 37
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