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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: 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) |
| Topic 2: Predictive Routing (GPR) Implementation | 40% | - Performance monitoring and reporting - Configuration and setup of GPR - Testing, validation, and deployment - Getting started and prerequisites - Data preparation and model training |
| Topic 3: Predictive Engagement (GPE) Implementation | 45% | - Creating and managing action maps - Defining customer segments and engagement strategies - Setup and configuration basics - Optimization and continuous improvement - Agent experience and real-time insights |
Which two digital channels can be tracked as part of a customer journey in Genesys Predictive Engagement?
(Choose two)
Response:
Correct Answer: A,B 🗳️
Which two metrics are key when analyzing Action Map Reports?
(Choose two)
Response:
Correct Answer: C,D 🗳️
Which routing method distributes interactions based on the longest time since the agent last handled an interaction?
Response:
Correct Answer: B 🗳️
Whenever you open an action map, it opens in ___________ mode by default.
Response:
Correct Answer: B 🗳️
Which types of events can contribute to a visitor's journey record in Genesys Predictive Engagement?
Response:
Correct Answer: B 🗳️
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