Effectively Use Employees Time by Fixing Hardware and Software Issues (Application Wait Time/Hang Time/Crashes Insights)

The new Application Experience Insights (Application Wait Time / Application Hang Time / Application Crashes) provide objective measures of application stability and performance (crash rate, hang time %, and wait time %), compare your organization's application behavior to the rich set of devices and customer data that Aternity collects, and identify common denominators among applications experiencing issues (application version, OS version, device and other HW commonalities, and location). For example, you can see if problematic applications are all located in a single office or all running on a specific device model. This set of insights will also translate the application experience metrics into a measure of the potential productivity gains that can be realized if the issue is addressed. These new capabilities can help drive better analysis and decision making when handling problematic applications in your organization.

Customers may get up to 12 insight notifications (about high Wait Time, Hang Time or Crash Rate for each of four MS Office applications) if the performance is significantly worse than the industry average. A small number of such notifications usually implies on a specific issue to address. For example, replacing a driver that causes Word to crash will fix Word crashing issues. Getting multiple notifications about different apps points out poor performance of many devices and apps across organization. For example, devices might be lack of memory, so that they operate very slow and crash a lot.

Procedure

  1. Step 1 Open a browser and sign in to Aternity.
  2. Step 2 Open the dashboard by one of the following ways:
    • Register for the periodic Insight digest and be notified via email. Learn more. You can access the dashboard by clicking on the insight title in your digest email.

    • Select Main Menu > Insights. If there are wasted working hours because of hardware issues in your organization, you will see the Insight notification about the issue on the front page.

      Open the dashboard from the front page
  3. Step 3 In the right pane, view the list of devices and how far worse than industry average each device is performing (in percents).

    For each device, view how many hours you could save last month if fixing issues that caused low performance.

    The dashed line indicates the industry average (benchmark). The displayed rate indicates that the metric (wait time/hang time/crash rate) is higher than the industry average.
    Field Description
    Wait Time

    The wait time of a Windows application is defined as the time users spend waiting for the application to respond when it is actively running and in use (part of the usage time).

    Hang Time

    Hang time measures the time when an application is listed as Not responding in the Windows Task Manager while it is in the foreground (in use). This measurement is used to calculate the wait time of an application, and the overall UXI.

    Windows Application Crash Rate

    The crash rate of an application is the average number of crashes which occurred in that application during an hour of active usage. It is calculated as the total number of crashes divided by the total usage time in hours.

  4. Step 4 In the left pane, analyze groups of devices with common characteristics (grouped by a certain attribute).

    The algorithm searches for common characteristics between the most impacted devices listed in the right pane (Model, Location, Connection method, and more). If detected, the group(s) appear in the left pane. For example, many of devices that suffer from a high crash rate are of the model ThinkPad T470s.

  5. Step 5 For a deeper analysis, drill-down to out-of-the-box dashboards.
    A set of drill down links to the relevant dashboards are automatically added to each one of the following objects that appear in the tooltip: activity, application, business location, device, or user. Select a measure and then the link from the tooltip to continue your investigation in another dashboard.
    Note

    Hovering with the mouse is not enough. You should select a measurement (row, bar, circle) with the mouse click to be able to use the links in the tooltip.

    Drill down for a deeper analysis
    Important

    Notice that each dashboard has its own retention, and the timeframe can be defined only within this retention period. When the timeframes of the source and target dashboards do not match, the target dashboard loads with its default timeframe. When you define a custom timeframe in the source dashboard that exceeds the maximum retention period of the target dashboard and then drill down to this dashboard, your target dashboard will display all data stored in the database for the maximum retention period available for that dashboard regardless of the predefined custom timeframe.