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Table of contents

  1. What is DEX Score?
  2. How DEX Score is calculated?
  3. Configuring Metrics properties and Baseline scoring
  4. Metrics Details
  5. Accessing Score

What is DEX Score?

The Digital Employee Experience (DEX) Score is a measure of how efficiently employees can complete tasks within their IT environment. By combining endpoint metrics and application performance data, the score quantifies overall user satisfaction across applications, systems, services, and devices. Ranging from 0 to 100, a higher score indicates minimal IT disruptions, ensuring a seamless digital experience that enhances productivity.

How DEX Score is calculated?

Endpoint Analytics calculates the DEX Score based on Application Reliability, Endpoint Performance, Endpoint Reliability, and Endpoint Responsiveness to assess IT efficiency and user experience.

The thresholds for each metric will be updated as needed.

Agent will collect the new metric data during its next refresh cycle. Based on this updated data, the agent will track events for each metric. These recorded events will then be sent to the server during each subsequent agent refresh.If the agent is offline, it continues to collect data. Once the agent is back online, it transmits the collected data to the server.

These metrics are gathered at varying intervals based on the type of data:

For example,

CPU Usage: Collected every 10 minutes to track system performance.

Crash Events: Recorded immediately when an event occurs.

On a daily basis, at a scheduled time, the system will calculate a score for each metric, ranging from 0 to 100. This score reflects the performance of the metric in relation to its threshold over the past 24 hours. The device’s overall score is the average of all individual metric scores. The organization’s overall device score is then calculated as the average score across all devices in the organization.

For example, the system monitors CPU usage over a 24-hour period. If the threshold for high CPU usage is set at 70%, and CPU usage stays below 70%, the CPU score remains at 100. However, each time CPU usage exceeds 70%, the score is reduced by 10 points.

Configuring Metrics properties and Baseline scoring

To configure the rules, go to Endpoint Analytics > Settings. Here, you can customize the thresholds and durations for each individual metric.

What is Baseline Scoring?

A baseline score is a manually configured metric that represents the desired health or compliance standard for your organization. This score serves as a benchmark to evaluate individual devices or the overall organization against predefined expectations. 

Default score is 75 which can be changed under Settings

Metrics details

Metrics Metrics Explanation How score is calculated
Free Disk Space Available storage will be monitored over 24 hours, and when a specified condition is met, the score will be reduced. A lower score may result in device slowness, impacting user productivity.

Free disk space greater than 25GB= 100

Free disk space between 15-25GB=75

Free disk space between 5 -15GB = 50

Free disk space between 1-5GB = 25

Free disk space less than 1GB = 0
CPU Usage CPU usage will be measured, and events will be recorded when specific conditions are met. A higher number of events indicates greater CPU load, potentially impacting system performance and responsiveness.

No high CPU usage in last 24 hours=100

For each high usage event, the score will be reduced by 10 points.
CPU Interrupt

Temporary CPU halt requests sent to the CPU will be recorded as events. A higher number of events can lead to reduced system efficiency.

No event in 24 hours->score=100

For each event, the score will be reduced by 10 points.
Memory Usage

Memory usage will be monitored over 24 hours, and events will be recorded when specific conditions are met. A higher number of events indicates less available physical memory, which can affect user performance.

No high memory usage in last 24 hours=100

For each high usage event, the score will be reduced by 10 points.
Memory Swap Rate

The rate of data swapping between RAM and swap space will be recorded over a period. When the configured threshold is reached, it will be marked as an event. A low score indicates device slowness.

No event in 24 hours->score=100

For each event, the score will be reduced by 10 points.
Memory Swap Size The usage of allocated space for virtual memory will be recorded over a period. When the configured threshold is reached, it will be marked as an event. A high number of events indicates performance degradation.

No event in 24 hours->score=100

For each event, the score will be reduced by 10 points.
Max Input Delay The time taken for the device to respond to a user click is measured. When the threshold is reached, it is marked as an event. A high number of events can lead to lag or unresponsiveness, negatively impacting the user experience.

No event in 24 hours->score=100

For each event, the score will be reduced by 10 points.
Boot Time The time taken for the device to become ready for use will be recorded over time. When the threshold is reached, it will be marked as an event. More events can negatively affect user productivity.

No event in 24 hours->score=100

For each event, the score will be reduced by 10 points.
Battery Health The overall condition and capacity of a battery are measured compared to its original state. A lower score indicates reduced battery lifespan, leading to shorter usage time between charge (Peak charging capacity / Full charging capacity ) * 100
Warranty

The warranty period defines the time during which a manufacturer or vendor guarantees repair or replacement of a product in case of defects or failures. A shorter remaining warranty period means less coverage for potential issues.

 

Warranty greater than 6 months = 100

Warranty between 3 to 6 months = 75

Warranty between 1 to 3 months = 50

Warranty less than 1 month = 25

Warranty expired = 0
Device Age

The age of the device represents the time elapsed since it was manufactured or first activated. An older device may experience reduced performance, hardware wear, and limited software support.

Age below 2 years = 100

Age between 2 -3 years = 75

Age between 3 - 4 years = 50

Age between 4 - 5 years = 25

Age above 5 years = 0
Application Crash

Software crashes are counted over 24 hours, with each crash marked as an event. More events can lead to user frustration.

No event in 24 hours->score=100

For each event, the score will be reduced by 10 points.
System Crash

System failures are counted over 30 days, with each crash recorded as an event. More events lead to increased work delays.

No event in 24 hours->score=100

For each event,the score will be reduced by 50 points.
Hard Reset

Forcing a device to restart to fix errors will be recorded as events. More events cause inconvenience to the user.

No event in 24 hours->score=100

For each event, the score will be reduced by 25 points.

Accessing Score

On clicking Endpoint Analytics > Dashboard, an over all score of org will be displayed which is the average score of all devices in the organization. If the score falls below 50, the device will be marked as Critical.

Experience Score over time will be used to compare how Org score deviates from Base score over time

Device Score:

To view the individual device score, navigate to Endpoint Analytics > Devices. The score displayed is the average of all metrics for that device.

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