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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Predictive Routing (GPR) Implementation | 40% | - Data preparation and model training - Getting started and prerequisites - Testing, validation, and deployment - Configuration and setup of GPR - Performance monitoring and reporting |
| Topic 2: Predictive Engagement (GPE) Implementation | 45% | - Setup and configuration basics - Defining customer segments and engagement strategies - Optimization and continuous improvement - Agent experience and real-time insights - Creating and managing action maps |
| Topic 3: AI Fundamentals in Genesys Cloud CX | 15% | - Overview of Predictive Engagement (GPE) and Predictive Routing (GPR) - AI architecture and integration within Genesys Cloud CX - Core AI concepts for customer engagement |
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NEW QUESTION # 61
What are two primary outputs of the GPR comparison test result dashboard?
(Choose two)
Response:
Answer: A,D
NEW QUESTION # 62
What does a decrease in Average Handle Time (AHT) in the Queue Detail View suggest after enabling GPR?
Response:
Answer: B
NEW QUESTION # 63
Which are AI-related capabilities used in Genesys Predictive Routing?
(Choose two)
Response:
Answer: A,D
NEW QUESTION # 64
Select all the actions available to use when an action map triggers.
(Choose four answers)
Response:
Answer: A,B,D,F
NEW QUESTION # 65
Which Genesys Cloud interface allows agents to view a customer's digital journey in real-time?
Response:
Answer: A
NEW QUESTION # 66
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