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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q11-Q16):

NEW QUESTION # 11
Running a benefit assessment incurs no cost.
(True/False)
Response:

Answer: B


NEW QUESTION # 12
Which two engagement types are typically part of a cross-channel journey?
(Choose two)
Response:

Answer: B,C


NEW QUESTION # 13
What is a primary limitation of legacy skills-based routing that Genesys Predictive Routing aims to overcome?
Response:

Answer: B


NEW QUESTION # 14
Which elements are configured during the initial creation of a queue in Genesys Cloud?
(Choose two)
Response:

Answer: C,D


NEW QUESTION # 15
In GPE, what is a "Journey"?
Response:

Answer: D


NEW QUESTION # 16
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