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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q27-Q32):

NEW QUESTION # 27
An outcome must be manually assigned to every visitor to be tracked in GPE.
(True/False)
Response:

Answer: A


NEW QUESTION # 28
Which metric is most commonly analyzed in GPR test results to determine its effectiveness?
Response:

Answer: C


NEW QUESTION # 29
Select all the actions available to use when an action map triggers.
(Choose four answers)
Response:

Answer: A,B,C,D


NEW QUESTION # 30
The Queue Impact View only displays metrics for the current day's interactions.
(True/False)
Response:

Answer: A


NEW QUESTION # 31
What are two primary outputs of the GPR comparison test result dashboard?
(Choose two)
Response:

Answer: A,D


NEW QUESTION # 32
......

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