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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q88-Q93):

NEW QUESTION # 88
Which of the following best defines an "outcome" in GPE?
Response:

Answer: D


NEW QUESTION # 89
Which two types of data are commonly collected through GPE web tracking?
(Choose two)
Response:

Answer: A,B


NEW QUESTION # 90
Which data points are critical for running a GPR benefit assessment?
(Choose two)
Response:

Answer: C,D


NEW QUESTION # 91
Which two types of interaction data are shown to agents in the Journey Panel?
(Choose two)
Response:

Answer: A


NEW QUESTION # 92
You can perform a GPR benefit assessment on queues with zero interaction data.
(True/False)
Response:

Answer: B


NEW QUESTION # 93
......

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