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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q62-Q67):

NEW QUESTION # 62
Which data points are critical for running a GPR benefit assessment?
(Choose two)
Response:

Answer: B,C


NEW QUESTION # 63
Which two types of interaction data are shown to agents in the Journey Panel?
(Choose two)
Response:

Answer: A


NEW QUESTION # 64
Select all the actions available to use when an action map triggers.
(Choose four answers)
Response:

Answer: A,B,D,E


NEW QUESTION # 65
Predictive Engagement reports in Genesys Cloud can be scheduled for automated delivery.
(True/False)
Response:

Answer: A


NEW QUESTION # 66
Which two visual indicators help agents quickly understand a visitor's digital behavior?
(Choose two)
Response:

Answer: C,D


NEW QUESTION # 67
......

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