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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q29-Q34):

NEW QUESTION # 29
What are two ways to limit when an action map triggers?
(Choose two)
Response:

Answer: A,D


NEW QUESTION # 30
Which prerequisite must be met before launching a GPR benefit assessment in Genesys Cloud CX?
Response:

Answer: A


NEW QUESTION # 31
From which Genesys Cloud sections can you access GPE analytics?
(Choose two)
Response:

Answer: A,C


NEW QUESTION # 32
Which two types of interaction data are shown to agents in the Journey Panel?
(Choose two)
Response:

Answer: A


NEW QUESTION # 33
Which tool within Genesys Cloud provides access to Predictive Routing performance metrics?
Response:

Answer: B


NEW QUESTION # 34
......

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