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Using Digital Experience

All Nexthink users with the Experience Central expansion product can monitor the DEX score in the enabled Digital Experience module. If you do not have an Experience Central license, you can still configure the DEX score and monitor it using the Live Dashboards module. Contact your Nexthink representative for more information about the Experience Central expansion product.

The Digital Experience module aims to equip IT leaders with a lens through which they can understand where to focus investments for their digital workforce. By integrating insights from the Digital Employee Experience (DEX) score, the module aids in identifying emerging trends and potential areas for improvement within IT infrastructure.

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Digital Experience Scores

Digital Experience Scores

The DEX scores range from 0-100 and are located at the top of the page: 

  • DEX score: The combined DEX score for the current day.

  • Technology score: The Technology score is based on daily computation of employee experience levels with IT solutions and services. The score comprises Endpoint, Applications, and Collaboration tool metrics.

  • Sentiment score: The Sentiment score reflects the outcomes of the IT satisfaction survey, where each level of satisfaction is assigned a numerical value.

Please note that if no sentiment campaign is configured, the interface at the top of the dashboard changes. In this scenario, the DEX score is equal to the Technology score.

Refer to the Computation of the DEX score (available for Nexthink Community users) for more information about how the DEX score is computed.

Timeline

A line graph shows the evolution of the overall DEX, Technology, and Sentiment scores for up to 13 months. To view the overall Digital Experience Scores, you can either:

  • Hover over the relevant line graphs.

  • Select the relevant checkboxes to show or reveal the line graphs.

Employees with issues

  • The number of employees currently experiencing either an average or frustrating experience. This means having a score below 70.

    • Hover over Employees with issues to reveal the action menu.

    • Select Open list of employees to view the list on the Investigations page.

Time lost per week

Time lost per week computes:

  • Duration-based metrics such as login time, page load time, and others. For this metric type, the system subtracts the duration you have configured as a threshold from the duration of each event when the value is worse than the defined threshold.
    if event_duration > threshold_duration then time_lost = event_duration - threshold_duration
    Configure the average threshold for the metric on the Digital Experience Score Management page.

  • Event-based metrics such as application crashes and freezes. For this metric type, the system multiplies the number of events by a parameter defined for each type of event:

    • Application freeze: +10 sec of productivity loss

    • Application crash: +20 sec of productivity loss

    • Web error: +10 sec of productivity loss

    • Hard reset: +5 min of productivity loss

    • System crash: +5 min of productivity loss

Technology

Gauge widget

Gauge widgets group users according to the value of their Technology score. The following are the default thresholds:  

  • Good experience: A score between 71 and 100 appears in green.  

  • Average experience: A score between 31 and 70 appears in yellow.  

  • Frustrating experience: A score below 30 appears in red.  

Metrics widget

This section provides details and drill down for the key nodes of the Technology score. It offers ways to sort and prioritize the information so you can focus your efforts on managing the various levels of DEX. 

Refer to the Computation of the DEX score (available to Nexthink Community users) documentation for more information about the different types of nodes and how the system composes the DEX score.

Sorting nodes by priority 

The system organizes the nodes by priority. Use the Display drop-down menu to sort by: 

  • Impact on Technology/DEX score: The average estimated impact on the Technology/DEX score of the issues related to the items for the selected employees, sorted from highest to lowest.

  • Employees with issues: The number of employees that have a frustrating or average experience based on the node score value, sorted from highest to lowest.

  • Score: The average node score value for the selected employees, sorted from lowest to highest

  • Time lost per week: The overall time lost due to the node for the selected employees, sorted from highest to lowest.

Drill down on each node 

Click on a node to open a sliding panel that displays details about its Score, Impact on Technology/DEX score, Employees with issues, and Time lost per week. The line chart displays the evolution of the node's score.

  • Click on the link at the bottom of the metric section to troubleshoot the issue. The link is context-sensitive and depends on the item you are investigating. Note that you have to install the following dashboards from the Nexthink Library for some of the tooltip links to work: Desktop Virtualization Optimization.

  • The system displays information about the metrics used for each score, showing the impact on your environment by displaying the number of devices experiencing poor performance metrics, as well as their evolution over 7 days.

  • When available, click on the link at the bottom of the sliding panel or below each metric detail to open an Investigations module with pre-written NQL statements for more information about the data behind the score computation.

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Sentiment

Digital Experience displays sentiment data from a selected DEX score campaign. This campaign is used to compute a Sentiment score per respondent and collect areas of dissatisfaction with IT. Refer to the Digital Experience Score Management documentation for more information on how to configure this feature.

Sentiment dashboard

Gauge widget

Gauge widgets group users according to the value of their Sentiment score. The following are the default thresholds:  

  • Satisfied: A score between 71 and 100 appears in green.  

  • Neutral: A score between 31 and 70 appears in yellow.  

  • Dissatisfied: A score below 30 appears in red.

Complaints

The system displays a list of topics of dissatisfaction with the corresponding percentage of employees that complained about them.

Information about the number of respondents

The number of respondents for a given time is important to ensure results that reflect the true satisfaction of the population within an acceptable margin of error. A standard acceptable margin of error across industries and scientific disciplines is 5%. The system uses this value to inform you if the number of respondents is high enough to be statically valid.

If this is not the case, the dashboard displays a message informing you to use sentiment data with caution.

Note that the minimum number of respondents considered as a good population sample is per the smallest unit of analysis. This means that the number of respondents changes when filters are applied and the population displayed on the dashboard changes.

Benchmarking

Find the Technical and Working environment bar charts at the bottom of the page to view internal benchmarking across your organization.

Benchmarking

The bar charts display the values of the Technology and Sentiment score according to the following dimensions:

  • Technical:

    • OS

    • OS version

    • Device type

    • Device manufacturer

    • Device model

  • Working environment:

    • Department: This is based on the information coming from the Microsoft Azure Active Directory. Refer to the Connector for Microsoft Entra ID (Azure AD) for more information.

    • Country: This is based on the Nexthink location tagging feature. Refer to the Configuring Geolocation documentation for more information about how to enable it for the Digital Experience module.

    • State: This is based on the Nexthink location tagging feature

The system displays the average value of the Technology and Sentiment score in each row.

Filtering

  • Click on the elements of the gauge or bar charts to apply filters. This action defines the scope by filtering the targeted objects with a condition on a property. For example, to limit the analysis to the employees categorized as having a good experience, click on the gauge with the green bar.  

  • A filtering bar appears at the top of the page that lists all the filters.

  • Remove individual filters from the filtering bar or click on Clear filters to remove all filters at once.

  • Not all filters follow the user when they are redirected to other parts of Infinity from the Digital Experience module. Only supported filters are applied.


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