Tips and Tricks: Sym Creation - Random Branched Syms

This week’s Tips & Tricks session our host, Jamie Leckband, showed us Sym Creation: Random Branched Syms. Random Branched Syms are a fast and effective way to create dynamic and engaging training simulations. Random Branch Syms combine multiple short simulations into one, delivering a randomized experience for trainees each time they practice. This format replicates real-world unpredictability, helping agents prepare for diverse scenarios while building confidence and adaptability.

Key Takeaways

• What Are Random Branch Syms?: These Syms group multiple short scenarios into one simulation. Each time a trainee runs the Sym, the platform randomly selects a branch to execute, simulating unpredictable real-life interactions. 
• Use Cases: Ideal for practicing difficult customer personas (e.g., angry, skeptical, or challenging customers), compliance scenarios, and new processes. They can also address specific coaching needs or serve as a resource for new hires to quickly learn company policies and FAQs. 
• Efficiency and Focus: Random Branch Syms are quick to create, requiring minimal time to set up. Focus on concise scenarios targeting specific conversation points or skills to maximize practice efficiency. 
• Customization Options: Leverage naming conventions to identify branches easily in reports. An example could be: (BR-Main Topic-1 of 4) BR to let you know it’s a Branched Sym, the topic and then the number of branches within that Random Branched Sym. 
• Coaching Tips: Use coaching tips within each branch to guide agents and provide actionable insights without disrupting the simulation flow. 
• Ease of Use: Create branches by recording conversations, uploading scripts, or using AI generation. The platform’s flexibility ensures quick adjustments and seamless integration of pre-existing content. 

REMEMBER: Next week (November 27) we won't have our Tips & Tricks session; we will be back on December 4th.

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