In this session of Tips & Tricks, we were joined by Aarti Patel (Implementation Manager) and Marielle McCann (Business Development Representative), with Ian Hall (CMO) moderating. The topic focused on maximizing the Playback & Reporting features in SymTrain to help trainees and managers better understand performance, identify areas of improvement, and tailor training efforts. The session explored how the different scores are calculated, how to interpret playbacks, and how to use them to coach agents more effectively.
Key Takeaways
- Instant Feedback at a Glance: Every simulation ends with a playback view showing test vs. practice mode, attempt count, completion time, and overall scoring so agents and managers can immediately evaluate performance.
- Four Easy Ways to Access Playback: You can review simulations right after completion, through the Playback tab, in the Sym Results report, or by downloading a CSV with direct links.
- Customize Keyword Scoring for Accuracy: Highlight must-say words, add acceptable alternatives, assign point values, or deduct points for incorrect phrases to fine-tune scoring and agent expectations.
- Track Navigation with Click Score: In visual SIMs, agents are scored based on clicking the correct area. If they miss it multiple times, they’ll be notified—and their score will reflect accuracy.
- Use Sym Accuracy Score as a Quick Benchmark: This high-level score categorizes performance as low, medium, or high for agents, while managers can see the exact percentage in reports.
- Line-by-Line Script Review Made Simple: Playback shows trainee responses side by side with the expected script, allowing easy review and pinpointing of missed or incorrect lines.
- Measure Soft Skills with Sentiment Scoring: Confidence, concentration, and energy levels are analyzed during test mode to help agents improve tone and emotional delivery.
- Encourage Self-Coaching Before 1:1s: Let agents review their playbacks before coaching sessions so they come prepared and self-aware, making coaching more productive and personalized.
- Ease into Testing with Practice Mode: Practice mode skips sentiment scoring, making it ideal for early runs. Once agents are confident, test mode offers deeper evaluation.
- Turn Playback into a Learning Tool: Agents can listen to their recordings, identify mispronunciations or unclear moments, and practice repeatedly to improve delivery and retention.
If you missed something or want to revisit the session, check out the full session video: