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| Section | Weight | Objectives |
|---|---|---|
| Predictive Engagement (GPE) Implementation | 45% | - Setup and configuration basics - Defining customer segments and engagement strategies - Creating and managing action maps - Optimization and continuous improvement - Agent experience and real-time insights |
| Predictive Routing (GPR) Implementation | 40% | - Testing, validation, and deployment - Getting started and prerequisites - Performance monitoring and reporting - Configuration and setup of GPR - Data preparation and model training |
| 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 |
Question 1
Which evaluation method in Predictive Routing uses agent-level performance and contact attributes to optimize decisions?
Response:
A. Conversation History Matching
B. Outcome-Based Evaluation
C. Routing Script Overrides
D. Queue Time Reduction
Question 2
Which two types of interaction data are shown to agents in the Journey Panel?
(Choose two)
Response:
A. Page dwell times
B. Visitor's operating system logs
Question 3
Which outcome does AI in Predictive Routing aim to improve the most?
Response:
A. Agent training cost
B. Interaction handling time
C. Customer intent detection
D. Business outcome likelihood
Question 4
The Queue Impact View only displays metrics for the current day's interactions.
(True/False)
Response:
A. False
B. True
Question 5
Which elements are configured during the initial creation of a queue in Genesys Cloud?
(Choose two)
Response:
A. Queue name and division
B. Associated outcome scores
C. Skills assigned to the queue
D. Queue's voice and digital permissions
Solutions:
| Question 1 Answer: B | Question 2 Answer: A | Question 3 Answer: D | Question 4 Answer: A | Question 5 Answer: A,C |
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