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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q44-Q49):

NEW QUESTION # 44
To utilize predictive routing to its best potential, at least _____ days of data is required.
Response:

Answer: C


NEW QUESTION # 45
What does the "frequency cap" setting control in an action map?
Response:

Answer: D


NEW QUESTION # 46
Customer journey information is NOT available on which of the following channels?
(Choose three answers)
Response:

Answer: A,B,D


NEW QUESTION # 47
How are past visitor interactions shown in the Journey Timeline?
Response:

Answer: A


NEW QUESTION # 48
Which metric is most commonly analyzed in GPR test results to determine its effectiveness?
Response:

Answer: D


NEW QUESTION # 49
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