Configuring Score Settings
Score Settings in DEX Manager Plus enable IT administrators to define how the DEX Score is computed across endpoints. By adjusting category and metric weightages, customizing threshold boundaries, and disabling non-critical metrics, organizations can build a scoring model that reflects their real-world digital experience priorities. This modular approach ensures that the DEX Score aligns with what matters most—whether it's device performance, stability, responsiveness, or application reliability.
Accessing Score Settings
To access the configuration panel:
- Go to Admin in the top navigation.
- Under Endpoint Analytics Settings, click Score Settings.
Customizing the DEX Score
1. Threshold Configuration
Each metric has three scoring bands:
- Good — Optimal range
- Average — Acceptable range
- Poor — Critical range
You can configure these ranges based on your organization’s performance standards.
- Choose the metric tile and click on the three-dotted button and choose edit.
- Adjust the color-coded sliders to define score bands.
- Click Save to apply.
2. Metric Weightage
Each category includes multiple metrics that individually impact the category score. Metric weightages are also fully customizable.
- Hover over category and click three vertical dot action.Click "Edit Metric Weightages"
- Modify the weightage using the slider.
- Click Save.
Administrators can assign a weight between 1 and 5 to each metrics in the category. The system automatically normalizes the values into percentages so that the combined score equals 100%.
3. Category Weightage
The DEX Score is composed of four primary metric categories:
| Category | Description |
|---|---|
| Device Performance | CPU, memory, disk, and network metrics. |
| Application Reliability | Frequency of application crashes. |
| Device Stability | System failures, device age, battery health, etc. |
| Device Responsiveness | Boot times, logon durations, input delays. |
Each category’s contribution to the overall DEX Score is fully customizable. Administrators can assign a weight between 1 and 5 to each category. The system automatically normalizes the values into percentages so that the combined score equals 100%.
- Click the pencil icon beside "Categories."
- Adjust sliders for each category as per your needs.
- Save your changes.
4. Disabling Metrics
If a metric is not relevant for your environment (e.g., GPU usage on servers), you can disable it.
- Click the metric tile.
- Click on disable to turn off the metric.
- Save your changes.
Disabled metrics are excluded from DEX Score calculations. This helps reduce noise and improves the clarity of insights. Only enabled metrics are visible in reports, dashboards, and workflows.
5. Setting the Baseline Experience Score
The Baseline Experience Score defines what your organization considers a “healthy” endpoint experience. Devices scoring below the baseline are flagged in insights and dashboards for investigation.
- Open Score Settings.
- Locate the Baseline Score option.
- Input your target baseline (e.g., 75).
- Save to apply.
There is no fixed default—set this based on your internal benchmarks or SLAs.
6. New Category Addition
In addition to predefined experience score categories, you can create custom categories to meet specific business requirements. Custom categories allow you to extend experience scoring beyond standard metrics.
For example, you may want to create a category to measure the security posture of devices and include it in the device experience score. Security posture metrics may include:
- Presence of antivirus software
- Last operating system update time
- Antivirus service status
To configure a new category
- Navigate to Score Settings under the Admin tab.
- In the Categories section, click Add Category.
- Enter the Category Name and Description in the pop-up window.
- Enable Sentiment Score Category if the category is intended to measure user sentiment related to IT services or technology.
- Click Save.
After successful creation, you will be redirected to the Score Settings page.
Once a category is added, you can add score metrics using sensor fields to compute scores for both metrics and the category. Refer to the Metric Addition section for a step-by-step guide.
New Metric Addition
DEX Manager Plus provides four predefined score categories to measure:
- Device performance
- Device stability
- Device responsiveness
- Application reliability
Each category includes predefined metrics. Organizations often need to track additional device or application metrics to align experience scoring with business objectives.
Using this capability, you can add custom score metrics to both existing and newly created categories.
To add a new score metric
- In Score Settings, click the three-dot menu at the end of the required category.
- Select Add Score Metric. You will be redirected to the Metric Configuration page.
- Choose a Sensor.If a sensor is not available, create one by following the steps outlined in the sensor configuration document.
- Select the Field Name from the available fields of the selected sensor.
- Verify the Metric Name, which is auto-filled based on the selected field.
- Select a Score Function.Click "Next" to proceed
- Based on the selected score function, configure thresholds for each experience range under Configure Score Thresholds.
- Click Add Score Metric to save the configuration.
You can customize the weightage of added score metrics using the three-dot menu associated with each metric.
Score Function
DEX Manager Plus supports the following three score function types for new metrics:
- Linear Interpolation: Applicable for numeric fields. Suitable for metrics where the score changes gradually between defined values. Example: CPU utilization
- Range: Applicable for numeric fields. Suitable for scenarios where the score changes abruptly when a value crosses a threshold. Example: Device warranty status
- Lookup: Applicable for alphanumeric fields. Suitable when scores are mapped to specific values. Example: User responses
Configure Linear Interpolation—based metrics
- Enter the Minimum and Maximum values for the metric.
- Enable or disable Positive Correlation based on the nature of the metric.
- Enable this option if higher metric values should result in higher scores.
- Use the slider to configure thresholds for different experience ranges.
Configure Range-based metrics
- In the Configure Score Thresholds view, specify values using three columns.
- Define the From and To range for each experience score.
Configure Lookup-based metrics
- Specify the Metric Value and the corresponding Score.
- Enter all possible metric values and their mapped scores directly in the configuration view.
User Sentiment Score
User sentiment helps validate and enhance qualitative experience analysis. While technical metrics may indicate good device performance, user perception may differ during actual usage. Incorporating sentiment scores enables deeper insight into user-reported issues and helps improve overall digital experience.
User sentiment can be included directly in the overall experience score alongside technical and operational metrics. Sentiment is treated as a configurable input and can be enabled, adjusted, or excluded based on organizational requirements.
User sentiment responses collected through Engage can be included as part of experience score calculations.
A workflow with multiple Engage stages must be created and deployed to all devices on a recurring schedule to collect continuous feedback.
Refer to the workflow configuration for detailed steps.
Steps to configure user sentiment score
- Create a new category with User Sentiment as the category name.
- Enable Sentiment Score Category for the category.
- After successfully saving the category, proceed to add new metrics under it.
- Select Engage. Only Engage stages from deployed workflows are listed.
- Select Lookup as the score function.
- Assign scores for each user response under Configure Score Thresholds.
- Click Add Score Metric to save.
You can view user sentiment score details in Dashboards, Device View, and Reports.
Previewing and Understanding Score Settings Impact
The Weightage Distribution Chart helps visualize category/metric contributions to the overall DEX Score.
Best Practices
| Practice | Benefit |
|---|---|
| Assign higher weightage to critical business-impacting categories | Ensures score reflects organizational priorities |
| Disable metrics with low impact | Keeps insights focused during initial roll out |
| Review score settings quarterly | Adapts scoring to infrastructure and usage changes |
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