Understanding the DEX Score

The DEX Score in DEX Manager Plus provides a single, composite value that reflects the quality of digital experience delivered to an end user. It helps IT teams quantify and track how well enterprise endpoints are performing from the user's perspective—across performance, reliability, and responsiveness dimensions.

Why the DEX Score Matters

Traditional endpoint monitoring often focuses on system-level alerts and static thresholds. However, these do not always translate to real user experience. A device might be "healthy" on paper but still slow, unresponsive, or error-prone in practice.

The DEX Score fills this gap by answering the key question:

“Is the user having a good experience on this device?”

By consolidating multiple metrics into a single, actionable score, it enables IT to:

• Identify underperforming endpoints
• Track user experience trends across locations and departments
• Measure the effectiveness of IT actions on user outcomes
• Prioritize remediation efforts based on experience impact

How the DEX Score is Calculated

The DEX Score is computed by evaluating three core pillars of user experience:

Each metric feeds into a weighted scoring model that produces a normalized score ranging from 0 to 100 per device:

• 90–100: Excellent
• 70–89: Acceptable
• 50–69: Needs Attention
• 0–49: Poor Experience

Weightage in Score Calculation

You can customize which aspects matter most by assigning weightage both to the overall categories and to the individual metrics inside them:

• Category Weightage: Determines the overall importance of each category towards the total DEX Score.
• Metric Weightage: Determines how much each metric within a category influences that category’s score.

This two-layer weighting allows you to prioritize areas impacting your users the most.

Metric Scoring

Every metric has configurable thresholds for what’s considered Good, Average, or Poor. For example:

• CPU Usage: 50–70% (Good), 70–85% (Average), 85–100% (Poor)
• Application Crashes: 0–5 (Good), 5–10 (Average), 10+ (Poor)

The Weighted Score Formula

1. Each metric is continuously monitored at device and its average computed based on metric duration. For Example, CPU usage is continuously monitored and average is calculated based on last one day data.
2. Average usage over mentioned period of metric is validated against score settings configuration and score is computed using formula. For example, Average CPU usage is checked against Metric threshold configuration. If CPU usage is 70% and 70% is marked as good, Score is assigned to 70. If value is in between, Interpolation Formula is used to accurate score for monitored CPU usage
3. Each metric’s score is multiplied by its weightage percentage within its category.
4. The results are totaled to produce a score for each category.
5. Each category score is multiplied by its overall category weightage percentage.
6. All four weighted category scores are summed up to produce the final DEX Score for each device.
7. The overall organization DEX Score is the average of all devices.

Where You’ll See the DEX Score

• Device List Views: Quickly assess which endpoints require attention
• Dashboard Module: View experience trends across time, departments, or locations

Best Practices for Score Accuracy

• Ensure devices are able to reach the central server.
• Customize score settings to align with your organization’s environment and tolerances (see: Configuring Score Settings)

Example Scenarios

• Proactive IT Support: Detect devices with low DEX Scores and preemptively perform remediation to improve performance. 
• Device Upgrade Planning: Identify aging devices that consistently score low despite remediation efforts
• Experience-Based Reporting: Present DEX Scores by department or region to leadership for experience benchmarking

Next Steps

• Visit the Score Settings page.
• Modify metric weights or thresholds as per your SLAs or business priorities.