Discover That "Aha!" Moment with Playback & Reports

In this session of Tips & Tricks, we were joined by Aarti Patel (Implementation Manager) and Marielle McCann (Business Development Representative), with Ian Hall (CMO) moderating. The topic focused on maximizing the Playback & Reporting features in SymTrain to help trainees and managers better understand performance, identify areas of improvement, and tailor training efforts. The session explored how the different scores are calculated, how to interpret playbacks, and how to use them to coach agents more effectively.

In this session, we covered:

• Playback view showing test vs. practice mode, attempt count, completion time, and overall scoring so agents and managers can immediately evaluate performance.
• Four easy ways to access playback within the SymTrain tool.
• Highlight must-say words, add acceptable alternatives, assign point values, or deduct points for incorrect phrases to fine-tune scoring and agent expectations.
• Track sentiment scores such as confidence, concentration, and energy levels are analyzed during test mode to help agents improve tone and emotional delivery.

If you have any questions about this session, contact your Customer Success Manager.