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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q84-Q89):

NEW QUESTION # 84
Which performance metric is specifically used to compare outcomes between GPR and legacy routing methods?
Response:

Answer: C


NEW QUESTION # 85
Which outcome does AI in Predictive Routing aim to improve the most?
Response:

Answer: D


NEW QUESTION # 86
Which two reporting features are available for Predictive Routing in Genesys Cloud?
(Choose two)
Response:

Answer: C,D


NEW QUESTION # 87
Predictive Routing continuously improves over time as more interaction data becomes available.
(True/False)
Response:

Answer: B


NEW QUESTION # 88
Which elements are configured during the initial creation of a queue in Genesys Cloud?
(Choose two)
Response:

Answer: A,D


NEW QUESTION # 89
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