---
title: "Tips and Tricks: Best Practices in Different Levels of Sym Creation"
description: We focused on best practices for Syms across different skill levels and Moment Syms to enhance learning and retention.
---

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# [Tips and Tricks: Best Practices in Different Levels of Sym Creation](https://blog.symtrain.ai/blogs/tips-and-tricks-best-practices-in-different-levels-of-sym-creation)

 Written by [María Vives](https://blog.symtrain.ai/blogs/author/mariavives) | Mar 26, 2025 8:03:16 PM

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:

[View full post](https://blog.symtrain.ai/blogs/tips-and-tricks-best-practices-in-different-levels-of-sym-creation)

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