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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q12-Q17):

NEW QUESTION # 12
Running a benefit assessment incurs no cost.
(True/False)
Response:

Answer: B


NEW QUESTION # 13
In a GPR comparison test, what does the system evaluate?
Response:

Answer: C


NEW QUESTION # 14
In a Genesys Cloud queue configured with Predictive Routing, what occurs if the AI model cannot determine a high-confidence match?
Response:

Answer: B


NEW QUESTION # 15
After a successful test and validation, how is Predictive Routing activated in Genesys Cloud CX?
Response:

Answer: B


NEW QUESTION # 16
A queue can only use Predictive Routing after 30 days of historical data has been collected.
(True/False)
Response:

Answer: B


NEW QUESTION # 17
......

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