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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
- Setup and Configuration
  • 1. Predictive Engagement Fundamentals
  • 2. Configuration of Engagement Features
  • 3. Web Tracking and Visitor Identification
- Reporting and Analytics
  • 1. Engagement Analytics
  • 2. Performance Reporting
  • 3. AI-driven Insights
Genesys Predictive Routing- Configuration
  • 1. Predictive Routing Setup
  • 2. Queue and Routing Configuration
  • 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
What is a primary limitation of legacy skills-based routing that Genesys Predictive Routing aims to overcome?
Response:

Answer: D


NEW QUESTION # 63
Which two configurations are required when creating a new action map?
(Choose two)
Response:

Answer: B,D


NEW QUESTION # 64
The Queue Impact View only displays metrics for the current day's interactions.
(True/False)
Response:

Answer: B


NEW QUESTION # 65
Which prerequisite must be met before launching a GPR benefit assessment in Genesys Cloud CX?
Response:

Answer: B


NEW QUESTION # 66
Which two types of data are commonly collected through GPE web tracking?
(Choose two)
Response:

Answer: B,D


NEW QUESTION # 67
......

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