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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q24-Q29):

NEW QUESTION # 24
Which two insights can be derived from the Queue Detail View?
(Choose two)
Response:

Answer: B,D


NEW QUESTION # 25
Which two types of engagements can action maps initiate?
(Choose two)
Response:

Answer: A,D


NEW QUESTION # 26
Which two settings are configured to launch Genesys Messenger on a website?
(Choose two)
Response:

Answer: B,C


NEW QUESTION # 27
Which two components are evaluated in the Queue Impact View?
(Choose two)
Response:

Answer: A,C


NEW QUESTION # 28
In GPE, what is a "Journey"?
Response:

Answer: B


NEW QUESTION # 29
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