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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q85-Q90):

NEW QUESTION # 85
Which setting in an action map defines the visitor audience eligible for engagement?
Response:

Answer: C


NEW QUESTION # 86
What role does the outcome score play in predictive engagement?
Response:

Answer: B


NEW QUESTION # 87
Which two types of visitor behavior can be used to trigger an action map?
(Choose two)
Response:

Answer: A,B


NEW QUESTION # 88
Which two characteristics describe content offers in Predictive Engagement?
(Choose two)
Response:

Answer: A,D


NEW QUESTION # 89
Which two digital channels can be tracked as part of a customer journey in Genesys Predictive Engagement?
(Choose two)
Response:

Answer: C,D


NEW QUESTION # 90
......

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