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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q69-Q74):

NEW QUESTION # 69
Which two characteristics describe content offers in Predictive Engagement?
(Choose two)
Response:

Answer: A,B


NEW QUESTION # 70
Genesys Cloud automatically generates monthly reports for queues using GPR.
(True/False)
Response:

Answer: A


NEW QUESTION # 71
Where can agents find predictive scores about a visitor's likelihood to achieve a defined business outcome?
Response:

Answer: A


NEW QUESTION # 72
What role does the outcome score play in predictive engagement?
Response:

Answer: D


NEW QUESTION # 73
What is the most appropriate time frame to evaluate the impact of GPR changes?
Response:

Answer: A


NEW QUESTION # 74
......

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