This week’s Tips & Tricks session focused on identifying practice behaviors using SymTrain’s Sym Results Report and the Playback feature. We discussed how to analyze these reports to gain insights into agents' performance, practice habits, and areas for improvement. The goal is to understand practice behaviors without labeling agents as good or bad, but rather focusing on how to help them improve by reviewing their results and listening to playback when necessary.
Key Takeaways
- Sym Results Report: One of the most frequently used reports, pulling data by Sym, it provides detailed insights into which simulations were executed, how many times, and by whom. This helps track practice behaviors and performance over time.
- Practice vs. Test Balance: It's essential to ensure agents are balancing practice with testing. Identifying agents who practice excessively without testing—or vice versa—can help optimize their training approach. The goal is to achieve a mix of both, particularly as new hires progress.
- Use of Playback Feature: The playback feature allows you to listen to specific simulations, which helps identify common practice issues such as voice projection, tone, and clarity. Listening to both high and low scores provides a comparative view of what “good” and “bad” practices sound like.
- Identifying Time Discrepancies: The report highlights time differences between agents completing the same Sym. Significant discrepancies can indicate areas where further review or coaching is needed, especially for agents who take much longer than others.
- Scoring Metrics: The report provides high, medium, and low confidence, concentration, and energy scores, giving managers an easy way to pinpoint areas for improvement. Sorting these scores helps prioritize which simulations or agents to review.
- Focus on Practice Behaviors: Instead of labeling performance as "good" or "bad," the session emphasized identifying practice behaviors that need improvement, such as rushing versus maintaining a sense of urgency or failing to reconfirm customer needs.
If you missed something or want to revisit the session, check out the full session video: