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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q104-Q109):

NEW QUESTION # 104
To utilize predictive routing to its best potential, at least _____ days of data is required.
Response:

Answer: A


NEW QUESTION # 105
Running a benefit assessment incurs no cost.
(True/False)
Response:

Answer: A


NEW QUESTION # 106
The Queue Impact View only displays metrics for the current day's interactions.
(True/False)
Response:

Answer: A


NEW QUESTION # 107
Which setting in an action map defines the visitor audience eligible for engagement?
Response:

Answer: D


NEW QUESTION # 108
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 # 109
......

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