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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Genesys Predictive Routing- Configuration
  • 1. Queue and Routing Configuration
  • 2. Performance Optimization
  • 3. Predictive Routing Setup
- Getting Started
  • 1. Business Use Cases
  • 2. Overview of Predictive Routing
  • 3. AI-based Routing Concepts
Genesys Predictive Engagement- Reporting and Analytics
  • 1. Engagement Analytics
  • 2. AI-driven Insights
  • 3. Performance Reporting
- Setup and Configuration
  • 1. Configuration of Engagement Features
  • 2. Predictive Engagement Fundamentals
  • 3. Web Tracking and Visitor Identification
- Action Maps
  • 1. Action Map Configuration
  • 2. Targeting and Engagement Rules
  • 3. Customer Journey Triggers
- 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 (Q25-Q30):

NEW QUESTION # 25
Predictive Routing only works for voice interactions and is not supported for digital channels.
(True/False)
Response:

Answer: A


NEW QUESTION # 26
Which metric in the Queue Detail View indicates how often GPR has been used to route interactions?
Response:

Answer: D


NEW QUESTION # 27
Which data points are critical for running a GPR benefit assessment?
(Choose two)
Response:

Answer: B,D


NEW QUESTION # 28
Which two reporting features are available for Predictive Routing in Genesys Cloud?
(Choose two)
Response:

Answer: B,C


NEW QUESTION # 29
Which platform component is used to configure digital messaging for GPE in Genesys Cloud?
Response:

Answer: C


NEW QUESTION # 30
......

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