Analyze Digital Experience in Your Organization (Beta)

Use the Digital Experience Index (DXI) dashboard to identify digital experience hot spots across your enterprise impacting employees and customers. Aternity DXI sets you on a path to action and improvement: it enables you to tailor your goals based on industry benchmarks, instantly associate performance gaps to lost productivity or revenue, and drill into the worst performing areas for root cause analysis and rapid remediation.

Aternity DXI's main benefits are:
  • Delivers actionable insights to make it faster to prioritize objectives, identify what to improve and report on improvement.

  • Delivers automatic and actionable insights by comparing the digital experience delivered by an individual company against that of hundreds of other companies and over 3 million end user devices managed with Aternity SaaS.

  • Supports the effort of IT to continuously improve the service they deliver to users.

  • Enables a comprehensive view of the end-user experience and translates it into business outcomes.

Analyze the digital experience index for your organization

The Overall DXI is a company-configurable (0-100), weighted average of five (5) DXI Categories of metrics that have a direct impact on user experience. To score the digital user experience, Aternity measures the performance for these categories and calculates the average based on a relative importance (weight) of each category.

For example, in one organization the highest importance may be allocated to the Device and in another to the Collaboration Tools. Aternity calculates ONE Overall DXI score for the organization.

The term DXI (Digital Experience Index) applies to both the number in the wheel and the new dashboard. The wheel shows current scores for the past seven days (one week worth of data), and the timeline of each category shows the trend over the last two months.
Note

The data is available for eight (8) weeks.

The DXI Component is a single measurement that contributes to the score of the DXI Category (for example, System Crash is one of the measurements that contribute to the overall end user device performance).
Analyze Components for the selected Category and see what to improve

For each component account administrators set the goal. If you are much better than your goal, the score is one hundred (100). If current performance is more than three times worse than the goal, the score is zero (unacceptable experience).

For example, the goal for System Crash is one crash a week, but there were three crashes last week, so the score for that week is zero.

In addition to the goal, administrators also set the relative importance (weight) for the DXI Categories. For example, how important is a Device versus Collaboration Tools when computing the Overall DXI score.

The Category score is a weighted average of all the Component scores. And the Overall DXI score is a weighted average of all the Category scores.

Procedure

  1. Step 1 Open a browser and sign in to Aternity.
  2. Step 2 Select Main Menu > DXI Dashboards.
    Open the DXI dashboard
  3. Step 3 View the overall score for your enterprise and start analyzing areas for improvement.

    For example, the Overall DXI is 75. From the above figures it is clear that if you want to improve the user experience, you should start with improving the Device DXI as it has the lowest score and then improve Productivity.

    Hover your mouse over each DXI Category to see its score for the recent week and to read tooltips with additional information:
    Field Description
    DXI Category Name

    Displays the name of the category, like Productivity, Devices, Collaboration Tools, and more.

    My Score (Recent Week)

    Displays the score for that category for the current week.

    Description

    Displays the description of the category, where available.

    Hover your mouse over the DXI Components to read tooltips with additional information:

    Field Description
    DXI Component Name

    Displays the name of the DXI Component.

    My Score (Recent Week)

    Displays the score for the component for the past seven days.

    My Performance

    Displays the calculated value for the DXI Component.

    My Goal

    Displays the goal for the DXI Component as set by account administrator.

    Description

    Displays the description of the Component.

    Colors Legend: Colors make it easy to distinguish between good and bad performance of different categories and components in your data. The score color is associated with the value of the score: The best is dark green and the worst is dark red . When encoding the values, Aternity automatically applies gradient colors across green to red for the rest (different shades of green, yellow, orange, and red). Grey means there is no data collected for that component.

    View the DXI for each category for the recent week

    There are five (5) categories that contribute to the Overall DXI. For each of these five categories Aternity collects a wide variety of metrics to measure actual user experience.

    Category Description
    Overall DXI

    Displays the aggregation of all the categories as defined in the Configuration screen.

    For each of these five categories, Aternity collects data to measure user experience. Each of these metrics gets a score from 0 to 100. One hundred being acceptable experience as defined by industry benchmark or as set by account administrator (the organization goal), and zero being unacceptable experience. These scores you see on the chart: for the whole organization, for each category, and for each component.

    Each category and its sub-category is assigned an importance value (a relative weight) which is used when computing the Overall DXI score.

    Business Applications

    This category includes mission critical applications, such as Oracle, Salesforce, your customer applications, and more and displays the components related to the performance of these applications.

    The default weight is 1.

    Collaboration Tools

    This category includes collaboration tools, such as MS Teams and Zoom and displays the components related to the performance of these tools.

    The default weight is 1.

    Devices

    This category includes end user devices monitored by Aternity and displays the components related to the performance of these devices.

    The default weight is 1.

    Other Applications

    This category includes web browsers and other applications. Other applications include all applications except web browsers and those included under other categories, such as under Productivity and Collaboration.

    This category displays the components related to the performance of web browsers and other applications.

    The default weight is 1.

    Productivity Tools

    This category includes productivity tools, such as Outlook, Excel, Word, and PowerPoint and displays the components related to the performance of these tools.

    The default weight is 1.

  4. Step 4 Double-click to zoom on a problematic category to view at glance all its components. See how each component was trending in the past eight weeks.

    Red and orange sections require your special attention. Whether to invest in improving them or not, depends, among other things, on their importance to your business.

    1. a Double-click on the category you want to investigate first.

      See what needs immediate attention. Each component has a link (More) to a traditional Aternity dashboard to accelerate problem diagnosis and resolution.

      Analyze the category and its components
      Here are the components for the Device category:
      Components Description
      Boot Time

      Boot Time displays the average number of seconds it takes for the device to boot once. Starts a fraction of a second after the Windows logo appears and ends when the Windows sign-in screen appears.

      Logon Time

      Logon Time displays the average number of seconds it takes to process a single user logon as part of machine boot. Starts when the user selects OK at the Windows sign-in screen and ends when the Windows desktop Start button appears.

      System Crash

      System Crash displays the average number of system crashes that occur per month of usage.

      Unexpected Shutdown

      Unexpected Shutdown displays the average number of unexpected shutdowns that occur per month of usage.

      Wi-Fi Connection

      Wi-Fi Connection displays the average number of Wi-Fi health events that occur per month of usage.

      Battery

      Battery displays the average number of battery wear events that occur per month of usage.

      Hard Disk

      Hard Disk displays the average number of hard disk failures that occur per month of usage.

      Printing

      Printing displays the average number of printing events that occur per month of usage. For example, printer failed or no printer drive found.

      High CPU Usage

      High CPU Usage displays the percentage of devices experiencing High CPU Usage.

      High RAM Usage

      High RAM Usage displays the percentage of devices experiencing high RAM Usage.

    2. b Double-click on the sub-category if such is available (for example, Excel is a sub-category of Productivity Tools).
      Analyze a certain sub-category and its components
      Here are the definitions for some of the events and business activities that contribute to the score of a single category:
      Field Description
      Crashes

      Displays the average number of crashes that occur for an application or web browser per month of usage.

      Wait Time

      Wait Time measures the percentage of the application usage time when the application is not responding or the user cannot perform an action because the busy pointer is displayed.

      Hang Time

      Hang Time measures the percentage of the application usage time when the application is listed as not responding. This DXI component measures the average hang time percentage for web browser applications or for Other applications.

      Launch Time

      Displays the average number of seconds it takes to launch an application or a web browser.

      Page Load Time

      Displays the average page load time for web pages in milliseconds.

      Save Time

      Displays the average number of seconds it takes to save a file.

      Open Time

      Displays the average number of seconds it takes to open a file.

      Web page Errors

      Displays the average number of web page errors that occur per month of usage.

      You can always select zoom out to return to the initial view.

    3. c Select More to drill down to another Aternity dashboard, to diagnose and solve the issue.

      For example, System Crashes redirects you to the BSOD dashboard to investigate system crashes, whereas Excel opens the Troubleshoot Application dashboard.

  5. Step 5 Go to the Analytics tab to view the potential time savings, as well as annual financial savings from achieving the goal.
    Analyze what is worth improving first in terms of business impact

    View how improving the current performance values to your goal would improve your Overall DXI score. For example, improving devices' shutdown process and reducing unexpected shutdown events from 9 to 5 per month could save thousands of dollars annually.

    All the actionable insights are instantly available all the time to help you drive continuous service improvement and optimize your delivery. Aternity provides recommendations to improve the global score and what will have the greatest impact on the user experience. Aternity also provides recommendations based on business impact so you can prioritize what matters most from business perspective.
    Analyze data in the table and recommendations
  6. Step 6 Use the DXI Score Trend timelines to identify components with declining performance so you can take corrective actions.

    View the trends for the last two months for things getting better and for things getting worse. For example, if you are currently working on improving Teams Launch Time, you can watch as it improves over time or it starts degrading.

    Select More to diagnose and improve specific categories and/or components.
    Identify the trends
  7. Step 7 Go to the Benchmark tab to compare how you perform against your peers.

    Solve the most important issues to your business by comparing your organization with millions of end user devices globally in all major industry verticals.

    Aternity DXI scores are not just based on the user experience within the organization, but are also compared against the industry standards. As a result, Aternity DXI enables companies to make more informed investment and improvement decisions based on their standing relative to the overall market, or their industry.

    1. a From the drop-down menu at the top right of the screen, select a certain industry vertical for benchmarking your DXI Components. (The default setting is Global.)
      Select the view
    2. b Select the Peer Comparison view from the View drop-down menu.

      The available views are:

      View Description
      Peer Comparison

      Compare how you perform against your peers. Areas where your DXI components are atypical are candidates for improvement, including you might be having one or more specific, solvable problems in your environment that are causing an atypical score.

      Cards

      Compare your DXI components for the recent seven days against industry benchmark averages, and see how each component is trending over time compared to its benchmark.

      Compact

      Compare your XPIs for the recent seven days against industry benchmark averages.

      The Peer Comparison table for the DXI Category includes:

      Field Description
      DXI Category

      Displays the category that contributes to the overall Digital Experience Index.

      My Trend

      Displays how your score for this DXI Category is trending over the past 8 weeks (Worse or Better). May be blank if a trend is not detected.

      My Score

      Displays your score for this DXI Category for the recent week.

      Peer Median Score

      Displays the median score for your peers for this DXI Category, computed based on your goals and weights.

      Peer Comparison: DXI Categories

      Displays how your score for this DXI Category compares to the scores of your peers, computed based on your goals and weights.

      Toggle the view of the chart axis to show either Percentile or DXI Score. Each of these dots represents one customer, so the axis shows the distribution of the scores from 0 to 100.

      Legend

      (Percentile View) The vertical lines on the chart denote the 25th, 50th, and 75th percentile of the scores for your peers. Your score is a red or green dot, plotted against these percentiles. If your score ranks better than the 50th percentile, it will be a green dot , if it is worse, the dot will be red .

      (DXI Score View) Blue dots represent the scores of industry peers. The vertical line shows the peer median score. The green or red dot represents your score for the recent week. A red dot means your value is worse than the peer median score. A green dot means your value is better than the peer median score.

      Compare how you perform against your peers

      The Peer Comparison table for DXI Component includes:

      Field Description
      DXI Component

      Displays components that contribute to the scores of their respective category and to the overall Digital Experience Index.

      My Trend

      Displays how your value for this DXI Component is trending over the past 8 weeks (Worse or Better). May be blank if a trend is not detected.

      My Performance

      Displays your value for this DXI Component for the recent week.

      Peer Median Performance

      Displays the median value for your industry peers for this DXI Component.

      Peer Comparison: DXI Component

      Displays how far you are deviating from the median.

      Legend

      Blue dots represent the industry peers.

      The vertical line shows the median value for your industry peers.

      The grey box shows the 25th-75th percentile of values for your industry peers. The green or red dot represents your recent week. A red dot means your value is worse than the median. A green dot means your value is better than the median.

      Compare how you perform against your peers
    3. c To limit the view and display only the data you want to investigate, use filters, like Device, Productivity, or others, so you can view only the components of a certain category.
    4. d Select More to drill down to a traditional Aternity dashboard to investigate a certain component.
    5. e To compare your DXI components performance for the recent seven days against industry benchmark averages, and to see how each component is trending over time compared to its benchmark, select the Cards view from the View drop-down menu at the top right of the screen.
      See how each DXI component is trending over time compared to its benchmark

      Hover your mouse over a trendline to see the values and their respective dates.

      In this view, you can also drill down to a traditional Aternity dashboard to investigate a certain component.
      Drill down for deeper investigation
    6. f To compare your DXI components for the recent seven days against industry benchmark averages, select the Compact view from the View drop-down menu at the top right of the screen.
      View how many times worse or better your performance is than the industry benchmark value

      Select More to drill down to a traditional Aternity dashboard to investigate a certain component.