Tips and Tricks: Best Practices in Different Levels of Sym Creation

This session of Tips & Tricks was led by Gaurav Kapadia (Implementation Manager) and Braxton Schultz (Customer Success Manager), moderated by Ian Hall (CMO). The topic focused on best practices for building effective Syms across different skill levels (Beginner, Intermediate, and Advanced) and introduced the concept of Moment Syms to enhance learning and retention. Gaurav walked through how to structure simulations that scale with agent development, while Braxton highlighted how to break long processes into digestible parts for better outcomes.

Key Takeaways

• Beginner Syms:
  • Ideal for new hires.
  • Include word-by-word scripts, highlighted clickable areas, and visible coaching tips.
  • All hotspots and scripts remain visible even in test mode to build confidence.
  • Set these up to give agents hands-on experience navigating systems and mastering talk tracks from day one.

• Intermediate Syms:
  • Great for agents starting to develop their confidence.
  • Hide the script in test mode and replace it with coaching tips that prompt the agent on intent, tone, or system steps.
  • Encourage agents to think through the next steps while still receiving helpful nudges.

• Advanced Syms:
  • Simulate real customer interactions with no visible scripts or coaching tips.
  • Hotspots are hidden to mirror real-world conditions, increasing agent independence.
  • Includes click scoring to penalize repeated incorrect actions, simulating real-time pressure, and reinforcing accuracy.

• Moment Syms:
  • Best for complex workflows or certification processes that span 15+ minutes.
  • Break them into short, sequential Syms (3–7 minutes) focused on individual steps or “moments.”

• Benefits:
  • Better retention through manageable chunks.
  • Improved coaching, as playback and sentiment scores are tied to each moment.
  • Easier updates, since edits are localized to individual steps.
  • Faster completion if agents are interrupted (no need to restart a 20-minute Sy,).

• Sym Creation, Management, and Playback Tips
  • Use cloning to quickly create intermediate and advanced Syms from beginner versions.
  • Customize advanced settings to control visibility of scripts and hotspots in both practice and test modes.
  • For Moment Syms, clone a full Sym and delete irrelevant steps to create new, focused Syms.
  • Modules allow grouping of multiple moment Syms, which can be set to sequential completion.
  • Use step-by-step playback in moment Syms to pinpoint areas needing improvement.
  • Gain module-level reporting to assess agent performance across steps:
    • View highest/lowest scores, most-attempted steps, and completion rates.

• Get sentiment scoring and keyword tracking for each moment, not just the overall Sym.
• The recommended sym lengths is around 3-4 minutes depending on the clients needs.
• If an agent exits a Sym early (e.g., closes the tab), they’ll need to restart the Sym from the beginning. and it will show as Abandoned Sym in reporting, giving insight into engagement or technical issues.

If you missed something or want to revisit the session, check out the full session video: