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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q21-Q26):

NEW QUESTION # 21
What is the most appropriate time frame to evaluate the impact of GPR changes?
Response:

Answer: D


NEW QUESTION # 22
GPE web tracking works even if a visitor disables cookies in their browser.
(True/False)
Response:

Answer: B


NEW QUESTION # 23
What can be indicators of GPR effectiveness in the Detail View?
(Choose two)
Response:

Answer: C,D


NEW QUESTION # 24
Which two settings are configured to launch Genesys Messenger on a website?
(Choose two)
Response:

Answer: A,B


NEW QUESTION # 25
What are two ways to limit when an action map triggers?
(Choose two)
Response:

Answer: B,C


NEW QUESTION # 26
......

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