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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q90-Q95):

NEW QUESTION # 90
Which metric is most commonly analyzed in GPR test results to determine its effectiveness?
Response:

Answer: B


NEW QUESTION # 91
Which two characteristics are core to how GPE operates?
(Choose two)
Response:

Answer: A,C


NEW QUESTION # 92
What does a high segment drop-off rate typically indicate?
Response:

Answer: D


NEW QUESTION # 93
Which elements are configured during the initial creation of a queue in Genesys Cloud?
(Choose two)
Response:

Answer: B,D


NEW QUESTION # 94
A queue can only use Predictive Routing after 30 days of historical data has been collected.
(True/False)
Response:

Answer: B


NEW QUESTION # 95
......

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