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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q78-Q83):

NEW QUESTION # 78
When analyzing GPR performance, which two filters help narrow insights?
(Choose two)
Response:

Answer: A,B


NEW QUESTION # 79
Select all the actions available to use when an action map triggers.
(Choose four answers)
Response:

Answer: A,B,C,D


NEW QUESTION # 80
To utilize predictive routing to its best potential, at least _____ days of data is required.
Response:

Answer: C


NEW QUESTION # 81
Which two visual indicators help agents quickly understand a visitor's digital behavior?
(Choose two)
Response:

Answer: A,D


NEW QUESTION # 82
In the Journey Panel, what does the lightning bolt icon typically indicate?
Response:

Answer: D


NEW QUESTION # 83
......

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