Usage guide: Remote Work Experience
This page outlines various ways to use the pack, including use case examples. Administrators can refer to the Configuration guide: Remote Work Experience to set up and customize the installed content.
The Remote Work Experience library pack supports IT teams in managing digital employee experience for remote users. It helps prevent performance issues that commonly affect work-from-home employees.
With this pack, you can:
Identify performance gaps across connectivity, apps, and collaboration tools.
Detect poor Wi-Fi signal and failing VPN endpoints.
Surface issues in SaaS/web performance across remote user groups.
Compare session quality and DEX scores by restriction groups.
Use the library pack content for the following purposes.
Library pack uses
Jump to Use cases on this page to see relevant scenario applications.
Use the library pack content for the following purposes.
Monitoring remote user experience
The Remote work experience dashboard is the core component of this pack. It lets you track the digital experience of remote employees across key dimensions:
Remote worker overview shows total remote users, user segmentation by restriction, and experience trends over time.
DEX score panels compare overall digital experience between remote and onsite users, including app and collaboration scores.
Alerts surface common remote issues, such as frequent Wi-Fi band switches.
You can filter data by location, OS, device type, or entity to narrow down where issues are most frequent.
Diagnosing Wi-Fi and VPN connectivity
The Connectivity tab helps detect users impacted by poor Wi-Fi or VPN failures. It includes:
Signal strength, noise level, and band usage data
ISP-based breakdowns of poor Wi-Fi experience
VPN endpoints and destinations with high RTT or failure rates
This makes it easy to identify whether problems stem from weak local Wi-Fi or failing remote endpoints.
Comparing collaboration quality
The Collaboration tab offers detailed insights into remote meeting quality, including:
Percent of poor-quality sessions for Teams and Zoom
Failure types: audio, video, screen sharing, and call setup
ISP and VPN breakdown for root cause analysis
Use this to compare how users in different restriction groups or networks experience virtual meetings.
Analyzing application issues
The Applications tab helps you detect slow or error-prone experiences on SaaS apps and web platforms. Key metrics include:
Average page load time
Web errors by restriction group
Count and priority of active alerts (e.g., triggered by poor connectivity or usage patterns)
You can quickly identify which apps or groups are seeing degraded performance.
Use cases
In addition to the relevant use cases covered below, you may uncover other troubleshooting scenarios specific to your environment.
Comparing remote vs onsite user experience
Open the Remote work experience dashboard under the Overview tab.
Review the DEX score widgets for Remote user performance and Onsite user performance.
Note differences in Application score and Collaboration score to identify experience gaps.
Use the trendline graph to see if remote users consistently have lower scores during certain hours or days.
Investigating poor meeting experience for remote users
Go to the Collaboration tab.
Scroll to the Remote user performance section.
Identify if poor audio, video, or screen sharing is most common.
Check the MS Teams / Zoom network edges section for RTT and failure rate.
Correlate poor sessions to VPN destinations or ISP from the breakdown below.
Detecting slow SaaS/web performance
Open the Applications tab.
View Avg page-load.
Check for high values (e.g., above 3s).
Review the Web Errors chart to identify spikes in error counts.
Use filters to compare performance across locations or OS types.
Identifying devices with poor Wi-Fi signal
Navigate to the Connectivity tab.
View the Wi-Fi connectivity chart showing number of impacted devices over time.
Review the Poor Wi-Fi breakdown by ISP to identify common providers.
Scroll to Wi-Fi quality comparison – Breakdown to see average signal strength and transmission rates for remote users.
Use this to prioritize network fixes or user support for high-risk ISPs or weak signal regions.
Spotting frequent poor-call users
In the Collaboration tab, scroll to the Users with repeated poor calls section.
Identify users poor calls (e.g 5+).
Drill into their collaboration performance scores and call failure types.
Use the Users with sessions and poor sessions graph to confirm trends and support prioritization.
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