Using the DEX Score in IT Operations

Each DEX Score is built from a combination of real-time and historical data across key experience categories:

• Device Performance (e.g., CPU, memory, disk I/O, network stability)
• Application Reliability (e.g., crash frequency)
• Device Stability (e.g., battery health, system crashes)
• Device Responsiveness (e.g., boot time, input delay)

Each of these is scored based on thresholds and weightages configured in Score Settings.

Devices with lower scores reflect underlying issues that directly impact user productivity, system efficiency, or hardware reliability.

Typical Use Cases in IT Operations

Prioritize Support Based on Score Thresholds

• Identify all devices with scores below the critical threshold (e.g., 50).
• Use filters in the Dashboard or Device module to segment affected users.
• Prioritise actions on devices with the largest score drops or most critical metrics.

Perform Root Cause Diagnostics

• Open a device's score breakdown to examine individual metric scores.
• Review which metrics are marked as “poor" and compare against threshold definitions.
• Investigate score drop with supporting data collecting during continuous monitoring and drive resolution

Monitor Trends Across Devices

• Use the Dashboard and device details page to view score progression over time.
• Compare performance across departments or OS versions.

Automate Actions Based on Scores

Create Workflows that can triggered when a device’s DEX Score falls below a defined value to remediate identified issues. Common automation examples include:

• Restart device or clean up disk when Device performance or free space scores drop.
• Deploy patches or alert IT when system crashes occur.

Benchmark IT Experience

• Aggregate scores by location, device type, or time period.
• Export DEX Score reports to share with leadership or compliance teams.
• Use score deltas to validate the impact of IT initiatives (e.g., new software rollout or hardware refresh).