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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q61-Q66):

NEW QUESTION # 61
Which two actions are part of outcome creation in Predictive Engagement?
(Choose two)
Response:

Answer: C,D


NEW QUESTION # 62
What does a high segment drop-off rate typically indicate?
Response:

Answer: C


NEW QUESTION # 63
To utilize predictive routing to its best potential, at least _____ days of data is required.
Response:

Answer: D


NEW QUESTION # 64
Unoffered actions are actions that neither qualify nor are offered to website visitors.
Response:

Answer: A


NEW QUESTION # 65
In a Genesys Cloud queue configured with Predictive Routing, what occurs if the AI model cannot determine a high-confidence match?
Response:

Answer: D


NEW QUESTION # 66
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