Dex service experience and user metrics
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3 weeks ago
In dex scores there are service experience and user metrics tab so user metrics tab is not populating even we completed surveys, for service experience incidents related to that device are resolved then also it is not populating. do we need to configure something else to populate
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3 weeks ago
Hi @Vedavalli ,
Yes, there are a few DEX-specific configurations to verify. Completing a normal ServiceNow survey or simply resolving an Incident does not automatically guarantee that User Sentiment and Service Experience will appear in the DEX Score.
For User Sentiment:
1. Navigate to:
Digital Experience Score > DEX Survey Configuration
2. Verify that the survey configuration is Active.
3. Check the Survey feedback type:
Application
or
Device
4. Verify that the user received the survey through the DEX survey configuration.
DEX User Sentiment is calculated from the DEX application/device feedback surveys. A separately created Assessment/Survey will not automatically contribute to the DEX User Sentiment score.
Also verify the survey response is associated with the application/device being viewed in DEX.
For Service Experience:
Resolving an Incident alone is not sufficient.
The Incident must be associated with the application or device that DEX is calculating the score for.
For a device, verify that the Incident Configuration Item references the DEX-monitored device.
For an application, verify that the Incident can be correlated to the DEX-monitored application according to your DEX/CMDB configuration.
DEX Service Experience uses incident metrics such as:
- Resolved incidents
- Mean time to resolve
- First assignment resolution
- SLA breaches
- Reopened incidents
- Customer satisfaction
- Outages where applicable
Also check the date range selected on the DEX dashboard.
DEX Score data is aggregated and is not real-time. Therefore, a survey submitted or Incident resolved today may not immediately appear on the dashboard. Daily, weekly, and monthly DEX metrics are processed on their respective collection schedules.
I would troubleshoot in this order:
1. Confirm the device/application is actively monitored by DEX.
2. Verify the DEX Survey Configuration is active.
3. Confirm the completed survey was generated by the DEX survey process.
4. Verify the Incident references/correlates to the correct DEX device/application.
5. Confirm the Incident is Resolved/Closed within the dashboard reporting period.
6. Wait for the applicable DEX Score data collection cycle.
7. Test again for a previous completed reporting period rather than only the current period.
I would not customize the DEX score calculation or add scripts until these OOB configurations and relationships are verified.
References:
Hope this helps!
If this response helped, please mark it as Helpful.
If it resolves your issue, please Accept it as Solution.
Kind Regards,
Abhishek Pal
