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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q92-Q97):

NEW QUESTION # 92
Which platform component is used to configure digital messaging for GPE in Genesys Cloud?
Response:

Answer: B


NEW QUESTION # 93
Which two visual indicators help agents quickly understand a visitor's digital behavior?
(Choose two)
Response:

Answer: A,C


NEW QUESTION # 94
When setting up a Predictive Routing queue, which two conditions should ideally be met for optimal performance?
Response:

Answer: B,C


NEW QUESTION # 95
Which two insights can be gained from the Visitor Activity Report?
(Choose two)
Response:

Answer: B,D


NEW QUESTION # 96
What is one use case for using multiple action maps on a website?
Response:

Answer: A


NEW QUESTION # 97
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