Syms

Syms

Syms is short for simulations.  Simulations are replicated conversations or screen navigations a person would need to learn in their job.  Practicing the conversations and actions on a screen over and Syms is short for simulations.  Simulations are replicated conversations or screen navigations a person would need to learn in their job.  Practicing conversations and actions on a screen over and over creates muscle memory quickly because people learn by doing.  A user can see all syms assigned to them.  Syms might also be assigned as a group of syms we call a module of syms.  Modules are a group of syms that need to be practiced as a lesson or group.  Modules may or may not require the user to execute the syms in order. Syms can also be assigned as a Training Plan which is also a group of syms, but training plans have success criteria assigned for completion in the areas of keywords and click score. Training Plans can also have completion criteria, so if it is not completed on time, it will show it is overdue.  If you are overdue, you can still complete the training plan. Syms can be executed in Practice or Test Mode.  Practice Mode always has the script and does not show sentiment scores.  Test Mode may or may not show the script and shows all scoring.  Users will get a playback that includes a recording of the sym being executed by the user for every sym they complete. The main score on the playback is the Sym Accuracy Score.  Sym Accuracy measures how closely the meaning of an agent’s response matches the expected response in the defined simulation script. Sym Accuracy shows a by script line % and total at the top of the playback. Trainees can see all syms assigned to them and Playbacks for their syms.  Managers, Sym Creators and Org Admins can see all syms and all playbacks.