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| Section | Weight | Objectives |
|---|
| Topic 1: AI Fundamentals in Genesys Cloud CX | 15% | - AI architecture and integration within Genesys Cloud CX - Overview of Predictive Engagement (GPE) and Predictive Routing (GPR) - Core AI concepts for customer engagement
|
| Topic 2: Predictive Engagement (GPE) Implementation | 45% | - Setup and configuration basics - Creating and managing action maps - Agent experience and real-time insights - Optimization and continuous improvement - Defining customer segments and engagement strategies
|
| Topic 3: Predictive Routing (GPR) Implementation | 40% | - Testing, validation, and deployment - Data preparation and model training - Configuration and setup of GPR - Performance monitoring and reporting - Getting started and prerequisites
|
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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q20-Q25):
NEW QUESTION # 20
Which two types of data are commonly collected through GPE web tracking?
(Choose two)
Response:
- A. Number of calls transferred
- B. Agent chat transcripts
- C. Page views and dwell time
- D. Clickstream behavior
Answer: C,D
NEW QUESTION # 21
Which report type allows users to compare queues using GPR with those using standard routing?
Response:
- A. Agent Schedule Adherence Report
- B. Queue Comparison Report
- C. Contact List Summary Report
- D. Skill-Based Routing Audit Log
Answer: B
NEW QUESTION # 22
Which of the following is an example of a supported customer journey channel in Predictive Engagement?
Response:
- A. Web chat via Messenger
- B. Email-to-Fax
- C. PSTN call routing
- D. Direct FTP engagement
Answer: A
NEW QUESTION # 23
Which elements are configured during the initial creation of a queue in Genesys Cloud?
(Choose two)
Response:
- A. Queue's voice and digital permissions
- B. Associated outcome scores
- C. Queue name and division
- D. Skills assigned to the queue
Answer: C,D
NEW QUESTION # 24
How are past visitor interactions shown in the Journey Timeline?
Response:
- A. As agent performance scores
- B. As log files
- C. As event bubbles with timestamps
- D. As node-based flowcharts
Answer: C
NEW QUESTION # 25
......
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