This week’s Tips & Tricks session, titled "SymTrain Reports Defined & Interesting Uses," focused on exploring the range of reports available in SymTrain and unique ways to use them for effective training, evaluation, and coaching. Each report provides specific insights that allow trainers and managers to track user activity, evaluate Syms content, and optimize training strategies. This session highlighted best practices for sorting, analyzing, and using these reports to encourage consistent improvement.
Key Takeaways
- Sym and User Reports: These provide a high-level overview of Syms and user activity. The Sym Report offers a breakdown of Sym types (audio, visual, chat) and usage, useful for assessing the Sym library. The User Report reveals user activity levels and data retention, allowing trainers to manage active/inactive users while retaining valuable historical data.
- Team and Module Reports: Both support date-range filtering and offer in-depth information for team comparisons and performance monitoring. Team Reports enable gamification by tracking metrics like Sim completions, abandoned Syms, and average time spent, allowing trainers to inspire friendly competition. Module Reports allow you to monitor sequenced and unsequenced modules, assess scores, and identify which types of conversations agents find challenging.
- Sym Results and User Results Reports: Used in tandem, these reports provide detailed insights into individual Sym attempts. The Sym Results Report sorts by specific Syms, showing completion rates, scoring, and behaviors, while the User Results Report offers a holistic view of user activity and total time spent practicing. Together, these reports highlight performance highs and lows, allowing managers to focus coaching on specific practice areas.
- Training Plan Report: This report holds agents accountable to practice requirements by tracking their adherence to designated training plans, practice frequency, and test attempts. It’s particularly useful for building muscle memory through repeated practice and provides clear metrics for agents’ progress, showing who completes or exceeds practice expectations and test requirements.
If you missed something or want to revisit the session, check out the full session video: