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Version: 25.2

User experience

In an organization, user experience measures how employees interact with their organization's digital ecosystem; this includes evaluating the performance of the hardware and software they use during their workday, as well as their emotional perception.

UXI

Basic concepts

Analyzer builds the UXI (user experience indicator) based on the weighting of two others:

  • Workspace Reliability Index (WRI)
  • User sentiment

Workspace Reliability Index (WRI)

The Workspace Reliability Index, or device reliability indicator, allows for an objective performance score for a device based on the collection and analysis of detected issues. Multiple indicators are considered which, if certain issues arise in devices, reduce the score from an initial 5-star rating. These metrics include:

IndicatorSeverityThresholdRecurrence
HIGH_CPUMEDIUMAbove 80% for more than 5 minutes5 min
HIGH_RAMMEDIUMAbove 80% for more than 5 minutes5 min
BSODHIGHPresence of a BSOD (blue screen)Once per day
APP_CRASHESHIGHPresence of application crashesOnce per day
APP_HANGSHIGHApplication crashes presenceOnce per day
TEAMS_PROBLEMSHIGHDetected problems in Microsoft TeamsOnce per day
PNP_ERRORSHIGHDetected peripheral errors5 min
WIFI_SIGNALHIGHSignal below 40% for 10 minutes5 min
LOGIN_DURATIONHIGHMore than 60 secondsOnce per day
UPTIMELOWMore than 15 daysOnce per day
RESTART_PENDINGLOWMore than one dayOnce per day
CRITICAL_EVENTLOGHIGHPresence of critical events in the event viewerOnce per day
UIDMEDIUMHigh system response rate (greater than 350 ms)5 min
LOW_STORAGEMEDIUM500 MBOnce per day
MULTIPLE_EVENTLOGS_ERRORSMEDIUMMore than 50 errors generated in the event log in the last hourOnce per day
UNAVAILABLEMEDIUMSession unavailable for more than 5 minutes5 min
RAM_UNDER_MINIMUMMEDIUMLess than 1 GB of free memory for 120 minutes5 min
WINDOWS_UPDATES_POOLEDMEDIUMWindows Update service running on pooled machine5 min
BOOT_DURATIONHIGHBoot duration longer than 90 secondsOnce per day

Where each severity deducts the following score from the initial 5-star rating.

SeverityPenalty
HIGH0.2
MEDIUM0.016
LOW0.008

User surveys

User sentiment is captured through surveys. And the way to respond is by providing a satisfaction rating based on a score between 0 and 5 stars.

encuesta

Web Interface

The dashboard view of the 'User Experience' section consists of the average information of all devices and users in the organization; it is calculated daily.

Global view

The global numbers are offered at the top.

  • UXI Average: average experience indicator for the entire organization. It can range from 0 to 5.
  • Tendency: an indicator that, based on the evolution of the UXI average, shows whether its tendency is positive or negative.
  • Total users evaluated: total users evaluated
  • Total workspaces: total devices evaluated

Analyzer_UX_Tendency

Two charts are also included:

  • UXI Average: shows the distribution of users by UXI level, along with the organization's average.
  • UXI Tendency: shows the temporal evolution of the UXI over the last month.

At the bottom of the screen, by clicking on a user, individual cases can be evaluated. You can also see tables containing information about users who require attention due to sudden variations of this indicator or a very low score.

Individual view

This view provides the user data under analysis, including:

UXidetail

  • Username: username reported in the user's session
  • Last report: date of the last report received for this user
  • UXI Average: experience indicator for the user; it can range from 0 to 5.
  • Tendency: an indicator that, based on the evolution of the user's UXI average, shows whether the tendency is positive or negative.
  • Total workspaces: number of devices the user has worked on
  • Total poll answers processed: number of surveys the user has answered and are taken into account in this evaluation.

At the bottom of the screen, detailed information is included in a table format.

  • Polls in the last 30 days: surveys answered by the user in the last 30 days. The detail of this view offers the user's survey scores compared to the organization's average for the same period.
  • Workspaces in the last 30 days: provides a table that contains all the devices the user worked on during that time span, as well as how many times they worked on each, the operating system, and the WRI indicator of each.
  • Issues in the last 30 days: table showing the list of problems detected on devices used by the user in the last 30 days, as well as the date and score that each of them deducted.