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| Section | Weight | Objectives |
|---|
| Predictive Engagement (GPE) Implementation | 45% | - Setup and configuration basics - Agent experience and real-time insights - Defining customer segments and engagement strategies - Optimization and continuous improvement - Creating and managing action maps
|
| Predictive Routing (GPR) Implementation | 40% | - Getting started and prerequisites - Performance monitoring and reporting - Data preparation and model training - Configuration and setup of GPR - Testing, validation, and deployment
|
| AI Fundamentals in Genesys Cloud CX | 15% | - Core AI concepts for customer engagement - AI architecture and integration within Genesys Cloud CX - Overview of Predictive Engagement (GPE) and Predictive Routing (GPR)
|
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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q109-Q114):
NEW QUESTION # 109
What is the primary function of an Action Map in Predictive Engagement?
Response:
- A. To assign agents to digital channels
- B. To track queue length metrics
- C. To forecast staffing requirements
- D. To define when and how to engage a visitor
Answer: D
NEW QUESTION # 110
Which two types of engagements can action maps initiate?
(Choose two)
Response:
- A. Web chat
- B. Content offer
- C. Email routing
- D. Agent voicemail
Answer: A,B
NEW QUESTION # 111
Where can agents find predictive scores about a visitor's likelihood to achieve a defined business outcome?
Response:
- A. In the Messenger Admin Panel
- B. Inside the Workforce Management dashboard
- C. Within the Journey Panel in the agent UI
- D. Under "Agent Scripts"
Answer: C
NEW QUESTION # 112
Which of the following qualifies as a content offer in Predictive Engagement?
Response:
- A. Agent performance feedback
- B. A proactive discount banner triggered by behavior
- C. Real-time WFM alerts
- D. System health notifications
Answer: B
NEW QUESTION # 113
What is the most appropriate time frame to evaluate the impact of GPR changes?
Response:
- A. 1 year
- B. 7-14 days
- C. 12 hours
- D. 1 day
Answer: B
NEW QUESTION # 114
......
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