Track experience scores of an individual device group

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Track and drill down into the quantitative and qualitative data of a device group's metrics to gain a comprehensive view into employee experiences of using the devices.

    Before you begin

    Role required: sn_dex_score.digital_workplace_leader or sn_dex_score.dashboard_user

    Procedure

    1. Navigate to All > Digital Experience Score > Dashboard.
    2. On the Digital Experience Overview page, determine the time period for which you want to review the experience scores.
      1. Either accept the default period Weekly or select Monthly from the drop-down list.
      2. Either accept the default values for the current week or month or select a different value from the drop-down list.
      For more information about data collection and when the data is available on the dashboard, see Data collection frequency for DEX Score metrics.
    3. Optional: Display the scores for a specific location by starting to type the location in the search field and selecting it from the drop-down list.
    4. Select the Device experience tile.
    5. View the Device groups list page by selecting either a number in the No. of device groups column or the View all device groups link.
      Device groups list page displaying names of operating systems installed on devices, experience scores, and the number of devices on which the operating systems are installed.
    6. Review device experience scores to assess device performance and possible areas of improvement.
      1. On the Device groups list page, select an operating system from the Operating system name column.
      2. Optional: On the device group experience score page, display background information on the metrics by selecting the See how it's calculated link:
        • Definitions of scores
        • How the experience score is calculated
        • How normalized scores for application metrics are calculated
      3. View application health, employee feedback, and service experience scores.
        Table 1. Device Group Experience Overview page
        Tab Description
        Device health metrics The device's performance and overall health.

        Device health metrics are categorized as Good, Average, or Poor. The All device health metrics section provides access to a list of corresponding metrics, metric values and scores, and devices that have average or poor metric values for the selected health category.

        The Suboptimal devices column displays links to device lists with average or poor metric values. By selecting the Show device list link, you can access the device group metric device list page. This page displays the list of devices that have poor or average metric scores and the metric performance statistics. You can also view device health details by selecting the device name link in the Device column. For more information, see Device health page.
        User sentiment Employee satisfaction received as responses to surveys sent to them periodically. Identify what is going well and possible areas for improvement for the device.
        Service experience Employee satisfaction with the service desk's quality and speed of support for the device, shown through the number of incidents and outages and service level agreement (SLA) KPIs.

        Service experience is categorized as Good, Average, or Poor. Selecting a health category in this section displays a list of corresponding metrics and their values.
    7. Review experience scores by device to identify device-specific performance issues.
      1. On the Device groups list page, select the number in the No. of devices column for an operating system.
      2. On the operating system device list page, view names of devices on which the operating system is installed and the experience score for each device.
      3. Optional: View device health details by selecting a device name in the Device column.
        For more information about the device health page, see Device health page.