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| Section | Objectives |
|---|
| Genesys Predictive Engagement (GPE) | - Configuration and behavior tracking
- 1. Visitor activity tracking and segmentation
- 2. Action maps and outcomes
|
| Data, Analytics, and Governance | - Reporting and optimization
- 1. Engagement and routing performance metrics
- 2. Ethical AI and data governance considerations
|
| Genesys Predictive Routing (GPR) | - AI-based routing logic
- 1. Routing optimization and performance tuning
- 2. Skill-based vs predictive routing comparison
|
| Conversational AI and Automation | - Bot and virtual agent integration
- 1. Bot flows and escalation handling
- 2. NLU concepts (intents, utterances, entities)
|
| AI & Customer Experience Fundamentals | - AI-driven customer engagement concepts
- 1. Predictive intent and customer journey optimization
- 2. AI in contact center efficiency and personalization
|
| Integration and Implementation | - Genesys Cloud CX ecosystem integration
- 1. API-based configuration and deployment
- 2. CRM and third-party system integration
|
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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q18-Q23):
NEW QUESTION # 18
In the Queue Impact View, which KPI would most likely be tracked for a sales-focused outcome?
Response:
- A. Transfer rate
- B. Sentiment score
- C. Wait time
- D. Conversion rate
Answer: D
NEW QUESTION # 19
What are two common approaches used to structure a GPR comparison test?
(Choose two)
Response:
- A. Longitudinal performance tracking
- B. Random agent group exclusion
- C. A/B testing model
- D. Agent clustering model
Answer: A,C
NEW QUESTION # 20
Genesys Cloud automatically generates monthly reports for queues using GPR.
(True/False)
Response:
Answer: A
NEW QUESTION # 21
Which types of events can contribute to a visitor's journey record in Genesys Predictive Engagement?
Response:
- A. Database schema updates
- B. Only system-generated call logs
- C. Website behaviors like clicks and form submissions
- D. Only events that involve a live agent
Answer: C
NEW QUESTION # 22
Which two types of visitor behavior can be used to trigger an action map?
(Choose two)
Response:
- A. Daily call quota
- B. Exit intent
- C. Page dwell time
- D. Agent availability
Answer: B,C
NEW QUESTION # 23
......
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