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User experience is subjective. For example, asking tourists visiting New York City about their experiences gives different answers. Likewise, end-users who work remotely with different resources and disparate assets can have varied experiences with their business applications. How can IT teams gather this experience data and react faster to improve experience? The answer is Digital Experience Scores.

Scoring and indexing reduces ambiguity by collecting low-level metrics (like from endpoint devices and browsers) and generating a high-level numerical indexes to identify optimization opportunities. The result is a normalized baseline score across the organization regardless of the differences in assets or work location. IT gets more than just basic visibility with valuable benchmark information to quickly resolve workplace application issues.

Exoprise Experience Scores

Exoprise Digital Experience ScoresExoprise Service Watch calculates many different scores as part of its real user active monitoring strategy. Two aggregate scores are the the Web Experience Score (WXS) and the Desktop Experience Score (DXS). Launched in September 2020, both scores help IT prioritize service to end-users in a distributed environment by tracking transactions in the real world and monitoring network traffic. In 2021, Service Watch will expand and advance its scoring capability to capture thousands of low-level metrics across endpoint resources, multiple SaaS sites, end-user locations, and thick-client apps. The synthesis of these data points make up the composite WXS and DXS. and

The Web Experience Score

WXS in the Service Watch Browser shows the overall health and performance of web applications from the point of view of end-users, regardless of device, network, location, or browser. The score calculates the total network, client, and server segment performance of a web or SaaS application. Scores range from 1-10. A higher score of 8-10 is the first choice for IT as they struggle to manage and service a large, distributed workforce with varying network connectivity. Prioritize users with lower WXS scores as this indicates poor performance. After creating URL or domain extension filters that are distributed to the Service Watch Browser Extensions, IT can monitor the web domain experience of all users across multiple sites.

Exoprise digital experience monitoring with WXS
Service Watch Browser with WXS for users and domains

Troubleshooting SaaS Performance Issues

Web performance issues such as slow servers, traffic congestion, low bandwidth, network connectivity, and so on are common. Tackling such issues is critical to ensuring that employees can access mission-critical apps to perform their work and be resourceful. Once the web experience scores are computed, network or SaaS administrators can navigate and filter for users with lower experience scores. As shown below for a specific user, the detail page shows a consistent low WXS of about 6. IT can further drill into client, server, network segments, transactions, response times, and more to determine what is causing the bottleneck.

For example, filtering by domain or URL can show SaaS properties and transactions that are slower than others. Analyzing these critical data points helps the technology team understand and quickly prepare mitigation strategies, improving employee experience. Correlated hop-by-hop network path performance data can reveal when the problem is associated to the corporate LAN, gateway, or proxy. For home users, it might be the home networking, the ISP or WI-Fi that is the source of the bottleneck.

end-user performance data
WXS for a specific user and multiple domains

Metrics to Compute the Web Experience Score

The Service Watch WXS uses multiple user-centered metrics in the background to measure SaaS and web application performance. These data points give IT executives deeper and more comprehensive insight into the digital experience of remote employees. Some of the notable are:

  1. AJAX/XHR Requests
  2. Largest Contentful Paint (LCP)
  3. First Input Delay (FID)
  4. Cumulative Layout Shift (CLS)
  5. Page Errors
  6. Request Timings etc.

For detailed information on these key metrics, please visit our previous blog.

The Desktop Experience Score

The Exoprise DXS is an all-encompassing score that quantifies the overall experience of end-users accessing applications from their desktop or endpoint devices. The resulting score, between 1 and 10,  comprises composite metrics such as CPU, system, disk, memory, ethernet, and Wi-F signals. Additionally, the DXS captures thick-client application problems like crashes and hangs alongside the Windows® reliability index.

Exoprise collects thousands of metrics to calculate the DXS and represent an accurate experience picture, unlike other monitoring solutions. A high score (8-10) for the DXS indicates the optimal experience of an employee working with Desktop applications such as the Microsoft 365 Office suite.

Troubleshooting Endpoint and Network Issues

A lower DXS metric indicates lower productivity and the need to examine and resolve endpoint experience issues. IT must examine all-composite metrics for users or employees who continue to have a low DXS. By comparing these metrics with crowd data, technology support teams can solve the problems more quickly. Further diagnosis of individual machines or endpoints can reveal slower CPU problems, insufficient memory, low disk capacity, etc. Exoprise Service Watch provides deep visibility into the Microsoft 365 applications like Outlook, OneDrive and SharePoint in real-time.

optimize remote employee experience
Service Watch Desktop and DXS for Distributed Workforce

Metrics to Compute the Desktop Experience Score

Let’s look at all the metrics that continuously compute when users are active at their devices. Exoprise receives the underlying metric sample data from endpoint machines every 30 seconds when the machine is being utilized and generates the corresponding composite score.

Exoprise metrics for desktop experience
Adjust Service Browser Widget Setting for Particular Composite Metric
  1. CPU
    • Sub metrics
      • % CPU Utilization
      • % Kernel Time
      • % Of Interrupt Time
    • A low CPU composite score indicates the need to upgrade the machine processor to a faster and newer one. Reducing the workload can improve the processor performance and benefit the end-user.
  1. System
    • Sub metrics
      • % Queue Length
      • % Total Processes
      • Handles
    • When a machine is at a high capacity, this can result in a lower system composite score. In combination with a low CPU and memory score, the device is ready for an upgrade.
  1. Disk
    • Sub metrics
      • Disk Queue Length
      • Disk Operations Per Second
      • % Disk (R or W) Time
    • Expect to upgrade a machine’s hard drives or solid-state disks when the local disk performance deteriorates over time and produces a low Disk composite score.
  1. Memory
    • Sub metrics
      • % Used Memory
      • Pages/sec
      • Cache MB
    • A low Memory composite score indicates high system memory usage on the computer. Possible reasons could be app memory leaks or excessive usage. Seeing a persistent low score would call for a machine upgrade.
  1. Ethernet
    • Sub metrics
      • Queue Length
      • Net Utilization
      • Interface Errors
    • If the Ethernet composite score is low, IT teams should investigate excessive LAN network workload, congestion and connection problems, errors, etc.
  1. Wi-Fi
    • Sub metrics
      • Queue Length
      • Net Utilization
      • Interface Errors
    • Consistently low Wi-Fi Composite Score means that end-users have difficulty connecting to the Internet and experiencing jitter in audio-video during conference calls. Remote employees should consider connecting to a better Wi-Fi source or expanding the number of Wi-Fi access points.
  1. Signal
    • Sub metrics
      • Signal Degrade
      • Link Quality
    • Like the Wi-Fi composite score, a low Signal composite score indicates poor Wi-Fi signal strength or quality. Streaming videos continue to loop in the buffer. End-users can increase their speed with the Internet Service Provider and add additional access points.

Diagnosing Endpoint Stability with the Reliability Score

Service Watch Desktop automatically captures and aggregates key application and system events in real-time, as shown below. Windows Events form the Windows reliability index which builds into the overall end-users DXS. Therefore, IT can easily monitor the stability of the endpoint using the reliability index, which is a Microsoft measure of the stability of the machine. For example, the dip in the Windows stability score (1-10) as a yellow dot on the graph usually means an incorrect application install or update.

windows reliability score for workplace performance
Service Watch Desktop Detail Window with Reliability Score and Event Log Data

Free 15-day Trial to Measure Experience Scores

Take advantage of the Exoprise free trial offer and use Service Watch on up to 25 devices and 50 browsers for real user monitoring. Optimize visibility, identify bottlenecks, reduce MTTR, and improve workplace engagement across the organization. Additionally, deploy CloudReady synthetic sensors for mission-critical apps such as Microsoft 365, Office 365, Teams, Zoom, Salesforce, Workday, etc., and get full coverage of Digital Experience Monitoring. Start today without credit card details or sales contacts.

Here are some additional resources to check out:
Exoprise Free Trial SignUp
Exoprise YouTube Page
Exoprise LinkedIn Page
Exoprise Resources Page

Team Exoprise

Team Exoprise represents multiple people in the engineering, sales and marketing department here at Exoprise. It takes a village.

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