Scoring

Syms have keyword scoring, which are words in the script that are word choices that are ideal. These keywords can also include alternative choices that would also be acceptable. There can also be negative key words added that are not in the script. In this case the trainee would get negative points for saying these noted negative words. On the main view of all playbacks, you will see a Sym Score. This score includes these specific scores, (Sym Accuracy, Click Score, Keyword Score) that relate to the type of sym you created. If the sym is an Audio Only with keywords, this score will calculate with Sym Accuracy and Keyword scores. There is also a Click score that scores if the trainee clicked on the right place on the screen and entered info in the right places if required. Text word keyword score scores if the trainee entered the information in the right way in a text field. The trainee is also measured on Completion Time, number of attempts in either Practice or Test Mode and Sentiment. Sentiment Score analyzes the content of the agent’s responses. It Evaluates the entire sym or conversation to better understand the context and how well the agent responds to different scenarios, in the areas of Confidence, Concentration and Energy.