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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q20-Q25):

NEW QUESTION # 20
Which two engagement types are typically part of a cross-channel journey?
(Choose two)
Response:

Answer: A,D


NEW QUESTION # 21
Which two settings are configured to launch Genesys Messenger on a website?
(Choose two)
Response:

Answer: A,C


NEW QUESTION # 22
Which routing method distributes interactions based on the longest time since the agent last handled an interaction?
Response:

Answer: C


NEW QUESTION # 23
An outcome must be manually assigned to every visitor to be tracked in GPE.
(True/False)
Response:

Answer: A


NEW QUESTION # 24
The Queue Impact View only displays metrics for the current day's interactions.
(True/False)
Response:

Answer: A


NEW QUESTION # 25
......

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