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Digital Experience Score for macOS

Latest Version: 1.0.2.0

Content

Campaigns - 1
Categories - 2
Dashboards - 7
Metrics - 128
Scores - 7

Required Products

Nexthink Engage

Platforms

macOS

Compatibility

V6.23 and later

Description

A version of the Digital Experience Score for macOS based on hard data only, without the Nexthink Engage campaign, is available here.

IMPORTANT: During an upgrade of the Digital Experience Score, you may lose your historical data under certain configurations. Please see the section below titled "upgrade process" and read it fully before upgrading. Should you require assistance please contact Nexthink Professional Services who will be happy to help.

The Digital Employee Experience can be defined as "the ability of an employee to get things done by interacting with the IT environment in a safe and enjoyable manner".

By combining user sentiment with hard data retrieved from the endpoints, the Digital Experience Score provides a simple yet actionable way to both monitor the real experience of the employees with their digital workplace and identify opportunities for improvements, which might lead to increased productivity, reduced costs, reduced attrition and reduced time to market. This version of the Digital Experience Score assesses six areas impacting the digital employee experience:

  • Device
  • Web browsing
  • Business applications
  • Productivity & collaboration tools
  • Security
  • Overall employee Satisfaction

The Digital Experience Score library pack requires just a couple of simple mandatory configuration steps.

Choice of business applications

  • Identify 4 desktop-based applications
    • They should include neither browsers nor Microsoft Office suite programs.
    • Give preference to applications widely used in the organization over critical ones used just by a small subset of the employees.
  • In the Finder, customize the two categories contained in the folder "Digital Experience Score":
    • macOS - Binaries: edit the auto-tagging conditions for the existing keywords (DesktopApp1, DesktopApp2, etc.) and specify the executable (or application) name of the chosen desktop-based applications;

IMPORTANT: do not modify the names of the keywords, just the auto-tagging conditions.

  • In the Portal, edit the Business apps dashboard to rename all the labels of the widgets related to the configured applications. Replace Desktop App1, Desktop App2, etc. with the actual names of the applications.

Nexthink Engage campaign

Reach out to the Nexthink Professional Services or certified partners to fine tune the configuration of the campaign. The continuous improvement feature ensures that, by randomly addressing a subset of the total end user population each day, the number of employees contacted daily is minimized, while ensuring that the number of responses yield a meaningful, representative average.

Remote worker and office worker experience

The pack will allow IT teams to monitor, manage and report on their employees' digital experience for remote and office workforces. The benchmarking of the two populations offers the possibility to identify differences and optimize their respective user experience.

In the Finder, customize the device category "Remote Worker vs Office Worker Device":

  • This category will tag devices as remote based on their IP address. It works on the principle that ranges for workers that are on site ("Office Based Worker") is defined and automatically detected, with any other address considered being remote from the environment and so defining the worker as a "Remotely Connected Worker".
  • To successfully use this category, please define the ranges that your organization uses when employees are present at the office, i.e. not remote. It is important that the "Last Local IP Address" subnet ranges match the IP configuration for your business.
  • So, for example, if you use a 10.x.y.z address for your internal addressing when in the Office, ensure this is set in this category. It is pre-populated with 10.x.y.z and 172.16.y.z as these are commonly used for internal addressing when at work. TIP: you can also use "not in subnetwork" to exclude ranges that might be within a larger range.
  • Please note that the automatic detection using the IP address uses a feature (last local IP) that is only available since version 6.24 of Nexthink and only when the collector is using TCP as its communication channel. If your environment is below this level, or still uses UDP, then please uses the manual categorization of the User class, to identify your remote employees.
  • Finally note that there is no fixed reason that this method must be used. If you wish to remove the dynamic criteria and simply statically assign a portion of your devices with this category, this will also work.

Upgrade process

When upgrading a Nexthink Library Pack from one version to the next, particular care should be taken. Follow this link to read about the upgrade process from a version of a Library Pack to the next one.

Once you have read and understood this process, please return here for specific instructions regarding this pack.

Metrics

When upgrading to 1.0.1+, there are a large number of metrics that will conflict mainly due to the inclusion of remote workers in the grouping method. You must choose Replace as the menu option for all metrics. Any customizations made will need to be re-entered. In addition, please note that the historical data of these metrics will be lost during the migration.

Categories, Campaign

If you have customized the DEX Score categories (in particular the Remote Worker vs Office Worker Device category, DXS – Binary, DXS – Domain) or the Engage campaign, then you may well want to keep these customizations so leave the menu option to skip during the import.

Digital Experience Score for macOS versions

  • 1.0.2
    • Breakdown of the employees into remote workers and office workers populations
  • 1.0.1
    • Better scoping when investigating from Metrics
  • 1.0.0
    • Initial release

Note

Once the Library Pack is installed, the data collected to compute the Digital Experience Score is automatically shared with Nexthink, allowing Nexthink to provide comparative insights by benchmarking the Organization’s Digital Employee Experience Score against other Organizations. Data collected by Nexthink is non-Identifiable Information be it personal, device or application and it is used for no other purpose than providing such comparative insights.

Versions

  • 1.0.2.0 - 16 Apr 2020 - Breakdown of the employees into remote workers and office workers populations
  • 1.0.1.0 - 25 Feb 2020 - Fix typo in Category, better scoping when investigating from Metrics
  • 1.0.0.0 - 07 Oct 2019 - Initial release
Thank you!