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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q86-Q91):

NEW QUESTION # 86
An outcome must be manually assigned to every visitor to be tracked in GPE.
(True/False)
Response:

Answer: B


NEW QUESTION # 87
Which of the following qualifies as a content offer in Predictive Engagement?
Response:

Answer: C


NEW QUESTION # 88
Which two benefits does the Journey Panel offer to agents?
(Choose two)
Response:

Answer: B,C


NEW QUESTION # 89
Which two components can be modified post-queue creation to fine-tune Predictive Routing?
(Choose two)
Response:

Answer: A,B


NEW QUESTION # 90
When setting up a Predictive Routing queue, which two conditions should ideally be met for optimal performance?
Response:

Answer: C,D


NEW QUESTION # 91
......

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