Tips and Tricks: SymTrain's New Scoring System

In our latest Tips and Tricks session, we discussed the exciting launch of SymTrain's New Scoring System. This update is a significant enhancement to our platform, designed to provide more detailed and actionable insights for agents. With the guidance of Reece Lincoln, our AI and Machine Learning Technical Lead, we explored the various components of this new system and how it will transform agent training and performance measurement.

Key Takeaways:

• Introduction of Sym Accuracy Score: This new metric measures the semantic similarity between an agent's response and the intended script, helping to ensure that agents not only say the right words but also convey the correct meaning.
• Enhanced Sentiment Scoring: The sentiment analysis has been upgraded to focus on what is being said rather than how it is said. This allows for a more accurate assessment of an agent's confidence, concentration, and energy throughout an entire simulation.
• Keyword Score by Script Line: While the keyword score remains a crucial metric, it now includes a breakdown by script line. This feature enables agents to pinpoint exactly where they need to improve, especially on compliance-related phrases.
• Comprehensive Sym Score: A new overall Sym Score has been added, which averages all the scoring components within a simulation, including Sym Accuracy, Keyword Score, and Click Score.
• Agent-Focused Feedback: The new scoring system is designed to provide more specific feedback, allowing agents to focus their efforts on the areas that need improvement, ultimately leading to better performance and confidence.
• Updated Reporting: All new metrics, including the enhanced sentiment analysis and Sym Accuracy, will be reflected in the reporting tools, ensuring that team leads and managers have a clear view of agent progress.

We encourage everyone to watch the full session to see these new features in action and understand how they can be utilized to improve agent performance.