User sentiment collection

User sentiment is collected using Engage, a workflow-embedded action that embeds feedback prompts directly within workflows.

Why sentiment is collected through workflows

DEX Manager Plus collects sentiment in context of an issue or remediation, after support or automated resolution actions or capture the overall digital experience, all with minimal disruption to the user, ensuring feedback reflects real experience outcomes.

End-user sentiment interaction

It acts as a measurement layer that captures broader performance issues like gradual device degradation or slow performance that may not cross alert thresholds but still affect productivity and experience. 

When the workflow with engage step is triggered:

Once the user submits a response, the agent automatically captures the sentiment data and associates it with the workflow context. The response is then made available for experience analysis, with no manual intervention required.

Digital Employee Experience Scoring

The digital experience score represents the quality of the end-user experience by correlating device health and performance metrics, workflow execution outcomes, and user sentiment collected at relevant points. This score provides a unified view of experience by combining quantitative telemetry with qualitative user feedback.

Using user sentiment in experience scoring

User sentiment can be incorporated directly into the overall experience score, alongside technical and operational metrics. This ensures that experience scoring reflects not only system behaviour, but also how users perceive their digital experience. Sentiment is treated as a configurable scoring input and can be enabled, adjusted, or excluded based on organizational needs.

Experience score inputs

An experience score can be calculated using a combination of the following inputs:

Each input contributes to the final score based on how the experience score is configured, allowing organizations to balance quantitative data with qualitative feedback.

Including and configuring user sentiment as a scoring metric

User sentiment responses collected through Engage can be added explicitly as part of the experience score calculation. By including sentiment, experience scoring can surface perception gaps—for example, situations where systems appear healthy but users report dissatisfaction.

The influence of user sentiment on the overall experience score is fully configurable. Each sentiment-related metric included in the score can be assigned a specific weightage, allowing administrators to control how strongly sentiment impacts the final experience outcome.

Weightage can be adjusted to reflect organizational priorities. For example, environments that emphasize user satisfaction may assign a higher weight to sentiment, while telemetry-driven environments may choose a more balanced weighting. Any changes to weightage are applied dynamically and reflected in subsequent score calculations.

Managing sentiment surveys used in scoring

Experience scoring is driven by selected sentiment surveys rather than all the surveys by default. Administrators can choose which survey contribute to scoring, ensuring that only relevant feedback influences experience outcomes. This allows teams to refine scoring logic over time as experience priorities evolve.

Adding or removing sentiment metrics from an experience score

Sentiment metrics can be managed independently within the experience score configuration. Sentiment can be added as a new scoring metric, removed from an existing score, or modified without impacting other score components.

How to create a sentiment survey and include it in experience scoring

How to create a sentiment survey and include it in experience scoring

This section explains how to create a user sentiment survey and configure it to contribute to a digital experience score.

Step 1: Create a sentiment survey

User sentiment surveys are created using Engage and are designed to capture feedback from users. You can create a workflow and add engage action to collect user sentiment or choose from the existing workflow templates available in extensions. Once created, the survey becomes available for use within workflows and for experience scoring.

Step 2: Deploy the workflow and collect the user feedback

Now deploy the workflow so it can begin collecting user sentiment. When the workflow runs based on its configured triggers, the Engage action prompts the user with the sentiment survey. The user submits their responses directly as part of the workflow execution. These responses are automatically captured by the agent and stored within the workflow context. The collected feedback is then available for scoring.

Step 3: Add user sentiment as a scoring metric

User sentiment can be added as one of the metrics contributing to the experience score. To include sentiment, in the experience score configuration, add user sentiment as a metric. Select the sentiment survey/metrics to be used for scoring. Only the selected surveys are considered during score calculation.

Step 4: Configure sentiment weightage

Each scoring metric, including sentiment, can be assigned a weight to control its influence on the final experience score. You can adjust the weight assigned to the sentiment metric relative to other metrics such as device health or stability. Increase weightage if user perception is a priority. Weightage changes will be reflected in future score calculations.

Step 5: View sentiment impact on experience scores

Once sentiment is included in scoring:

This allows experience scores to reflect both system performance and user perception.

User sentiment enhances digital experience scoring by adding direct user perspective to technical and operational metrics. With configurable sentiment inputs and adjustable weightage, DEX Manager Plus provides a flexible framework for measuring and improving digital employee experience based on both system performance and user feedback.