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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Predictive Routing (GPR) Implementation | 40% | - Getting started and prerequisites - Configuration and setup of GPR - Data preparation and model training - Performance monitoring and reporting - Testing, validation, and deployment |
| Topic 2: Predictive Engagement (GPE) Implementation | 45% | - Defining customer segments and engagement strategies - Setup and configuration basics - Optimization and continuous improvement - Agent experience and real-time insights - Creating and managing action maps |
| Topic 3: AI Fundamentals in Genesys Cloud CX | 15% | - AI architecture and integration within Genesys Cloud CX - Core AI concepts for customer engagement - Overview of Predictive Engagement (GPE) and Predictive Routing (GPR) |
In GPE, what is a "Journey"?
Response:
Correct Answer: B 🗳️
Which are valid actions to take after completing a successful GPR test?
(Choose two)
Response:
Correct Answer: A,C 🗳️
Which prerequisite must be met before launching a GPR benefit assessment in Genesys Cloud CX?
Response:
Correct Answer: D 🗳️
An action map can only be active on a single webpage at a time.
(True/False)
Response:
Correct Answer: A 🗳️
When analyzing GPR performance, which two filters help narrow insights?
(Choose two)
Response:
Correct Answer: A,B 🗳️
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