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| Section | Weight | Objectives |
|---|---|---|
| Predictive Engagement (GPE) Implementation | 45% | - Agent experience and real-time insights - Optimization and continuous improvement - Setup and configuration basics - Defining customer segments and engagement strategies - Creating and managing action maps |
| Predictive Routing (GPR) Implementation | 40% | - Performance monitoring and reporting - Testing, validation, and deployment - Data preparation and model training - Configuration and setup of GPR - Getting started and prerequisites |
| AI Fundamentals in Genesys Cloud CX | 15% | - AI architecture and integration within Genesys Cloud CX - Overview of Predictive Engagement (GPE) and Predictive Routing (GPR) - Core AI concepts for customer engagement |
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NEW QUESTION # 39
Which are AI-related capabilities used in Genesys Predictive Routing?
(Choose two)
Response:
Answer: B,D
NEW QUESTION # 40
What role does the outcome score play in predictive engagement?
Response:
Answer: D
NEW QUESTION # 41
Which evaluation method in Predictive Routing uses agent-level performance and contact attributes to optimize decisions?
Response:
Answer: C
NEW QUESTION # 42
Which two metrics are key when analyzing Action Map Reports?
(Choose two)
Response:
Answer: B,C
NEW QUESTION # 43
Content offers in Predictive Engagement can only be triggered manually by agents.
(True/False)
Response:
Answer: B
NEW QUESTION # 44
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