Digital Experience Score Management

Nexthink strives to provide the most meaningful data and reporting capabilities by allowing you to configure the DEX score and tailor it to your environment. The DEX score is directly connected with the Digital Experience module.

Accessing the Digital Experience Score configuration page

To access the Digital Experience Score configuration page:

Select Administration from the main menu.
Click on Digital Experience Score in the Content Management section of the navigation panel.

Only users with the proper profile can access the configuration page. Refer to Getting started with Digital Experience for more information about assigning the right permissions to users.

Configuring the Applications tab

From the Applications tab on the Digital Experience Score configuration page:

Add applications to the DEX score so the system considers them when computing the overall score.
Select a limited number of applications for the DEX score. The configuration screen displays information about when you are approaching the limit.

Refer to the Manage Applications documentation for more information.

Configuring the Score metrics tab

From the Score metrics tab on the Digital Experience Score configuration page, configure the Average and Frustrating thresholds of experience computation for each score metric:

The system defines the default threshold values based on Nexthink benchmarking information.

Endpoint

Click on the Score metrics tab.
Select the Endpoint tab.
Choose which nodes the system should consider in the computation of the DEX score.
Define the Average and Frustrating thresholds.
Click on Save score metrics list.

You can also refer to the in-product documentation on the right side of the Nexthink web interface.

Applications

Click on the Score metrics tab.
Select the Applications tab.
Hover over the application you wish to configure to reveal the action menu on the right side of the row.
Select Configure thresholds in Applications. The system redirects you to the configurations page in the Applications module.
Click on Save score metrics list.

Editing default threshold values for Web errors, Crashes and Freezes is currently unavailable.

Collaboration

If you can access Nexthink connectors for Microsoft Teams or Zoom, you can feed data from these applications into the DEX score:

Click on the Score metrics tab.
Select the Collaboration tab.
Ensure that you have properly configured the connector on the administration page.
Click on Save score metrics list.

Refer to the Connector for Microsoft Teams and Connector for Zoom documentation.

Enabling data location for benchmarking

Use data location in Digital Experience to internally benchmark the DEX score data across countries or states. Refer to the Configuring Geolocation documentation for more information.

Enabling DEX score structure updates

Changes to the structure of the DEX score pushed by Nexthink, such as default thresholds or new nodes for score metrics, are not enabled by default for existing customers as they affect the overall DEX score.

You can activate DEX score structure updates by accessing the Score metrics tab.

Configuring the Sentiment tab

The sentiment data allows you to report and assess employee IT satisfaction for a full picture of your organization's digital experience.

To make use of sentiment data in Digital Experience, you must use a standardized DEX score campaign:

You can download the Digital Experience - Sentiment Campaign from Nexthink Library.
You can create your campaign from scratch by following the steps below.
You can copy a default campaign from Nexthink Infinity and follow Step 1. Create a DEX score campaign.

Refer to the Campaigns NQL examples on how to write an NQL query to schedule a DEX score campaign.

Step 1. Create a DEX score campaign

You can jump directly into Step 2. Entering the NQL_ID of the campaign when using the sentiment campaign downloaded from Nexthink Library.

The first campaign question must:
- have an NQL ID set to #IT_satisfaction.
- be an opinion scale question where we recommend a 5-value scale sorted from most positive to most negative.
- have the choice of a:
  - Satisfied gauge: value > 70
  - Neutral gauge: value of 70 < and > 30
  - Dissatisfied gauge: value < 30

The second campaign question must:
- have the NQL ID set to #complaints.
- be a multiple-choice question where you can add any topic of dissatisfaction you want.
- contain at least the following entries:
  - Something else (please specify), with a choice label set to others.
  - Nothing, I am all good, with a choice label set to nothing.

Step 2. Enter the NQL_ID of the campaign

From the Digital Experience Score configuration page:

Click on the Sentiment tab.
Enter the NQL_ID of the DEX score campaign to see the results displayed in the Digital Experience module under the Sentiment tab.
Click on Save configuration.