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Digital Employee Experience for VMware Horizon

Workspace ONE Intelligence displays VMware Horizon experience analytics in the Experience Management area. Use this data to understand the overall experience of your Horizon deployments and to take actions to improve or fix your users’ experiences.

Requirements

Before you use DEEM for Horizon, meet the listed requirements.

  • Connect your Horizon deployment to Horizon Cloud and have Horizon Cloud manage the deployment.
  • Use one of the listed Horizon subscription licenses.
    • Horizon Universal subscription
    • Horizon Apps Universal subscription
    • Horizon Apps Standard subscription
  • Purchase the Workspace ONE Experience Analytics for Horizon add-on SKU.
  • Integrate your VMware Horizon system with Workspace ONE Intelligence.
  • Use the minimum version of Horizon Client.
    • Windows - 2212 or later
    • macOS - 2306 or later
  • Use the Horizon Agent 2212 or later.

Considerations

Consider these Experience Management (DEEM) for Horizon behaviors when you use this feature.

  • If you have an applicable license, purchase the add-on SKU, and Horizon Cloud and Intelligence are integrated, Intelligence automatically displays an activation menu-item for Horizon telemetry in Experience Management.
  • Wait at most four hours after activating DEEM for Horizon before viewing Horizon telemetry. The system takes this time to receive data and to calculate scores for your Horizon environment.
  • If you do not want to use DEEM for Horizon and the collection of Horizon telemetry has been activated, uninstall the DEEM agent from Horizon Client devices.

What components send data to Intelligence?

Digital Employee Experience (DEEM) for Horizon is seamlessly integrated with Horizon Client, and it works on your Horizon Client devices to provide you insights into your network health. The DEEM agent automatically collects Horizon Client, last-mile data (for example, WiFi signal strength) for your Horizon deployments that are cloud managed. You must use the minimum version of the Horizon Agent that is listed in the requirements section for the mechanism to work.

How do you uninstall the DEEM agent from a Horizon Client device?

If you do not want to use DEEM for Horizon, you can uninstall the DEEM agent that’s installed as part of Horizon Client.

Windows

Use command line and run the Horizon Client installer with the parameter "Remove=DeemAgent". For example, you can run this command line parameter "VMware-Horizon-Client-yymm-z.z.z-xxxxxxxx.exe Remove=DeemAgent"

macOS

Use the command client and run the command "sudo sh /Library/Application\ Support/VMware/VMware.EndpointTelemetryService/vmwetlm/uninstall.sh --force".

How do you activate Horizon for Experience Management?

Activate the use of Horizon telemetry in Experience Management. 1. In Workspace ONE Intelligence, go to Marketplace > Solutions > Experience Management. 1. Activate the Enable Virtual menu item on the Experience Management solution page.
Wait at most four hours before interacting with Horizon telemetry so that the system can receive data and calculate experience scores.

How do you access DEEM for Horizon?

Find DEEM for Horizon data in Workspace ONE Intelligence at Workspace > Experience Management > Experience Score, and then select the Virtual tab. Your experience management data if found on the virtual tab and includes data for organizations, logon, network and protocol, and VM performance.

What data does DEEM for Horizon provide?

The DEEM for Horizon system provides various telemetry data.

  • Organization Experience Score
    • Organization Experience Scores are compilations of individual user scores, based on users’ combined logon experience, network/protocol, and VM performance scores.
    • Organization Experience Scores are measured every four hours, for a data range lasting 24 hours. It is measured on a metric score of Poor, Neutral, and Good. This organization experience score reports a good experience for the organization per total active users.
  • Logon Experience Score
    • Logon experience score is calculated with a frequency of every four hours and a data range lasting 24 hours. When you view the Login Experience dashboard, you see data for the Logon Duration Score which reports the experience for waiting for all the log on processes to complete. A quicker log on equals a better experience score.
  • Network/Protocol Score
    • Horizon session Network/Protocol performance is measured by the listed data points:
      • Wi-Fi Signal Strength is measured in percentages, from 0 to 100%. This data is applicable to Horizon Next-Gen, only.
      • Protocol Latency is measured in milliseconds.
      • Protocol Packet Loss is measured in percentages.
    • Network/Protocol performance is measured with a frequency of every 4 hours and a data range lasting 24 hours. See data pertaining to your Horizon network and protocol performance by selecting the Virtual tab.
  • VM Performance Score
    • VM Performance is measured by the following metrics:
      • CPU usage
      • Memory usage
      • Disk latency
      • Disk IOPS
    • The system aggregates and calculates these metrics at a frequency of every four hours and a data range lasting 24 hours. See the performance health of your Horizon organization experience by selecting the Virtual tab, and scrolling down to the Contributors area.

How do you control thresholds for Horizon telemetry?

You can control the system’s tolerance when calculating experience scores by tuning Thresholds.

Notes: - After you change a threshold, wait at most four hours for the system to calculate the new, incoming data with the edited threshold values. - The new threshold values do not impact the scores the system has previously calculated.

Procedure

  1. In Workspace ONE Intelligence, go to Workspace > Experience Management > Experience Score.
  2. Select Thresholds in the top right of the UI. Tune thresholds so your DEEM for Horizon data displays useful scores for your unique deployment.
  3. To view experience scores, select the Virtual Session and Virtual Experience filters.
  4. You can customize the experience score thresholds by entering values directly in the value boxes above the green, yellow, and red threshold bars.

Using workflows (Freestyle)

You can trigger workflows for your DEEM for Horizon environment using the Intelligence > Horizon Experience attributes as the data sources. When choosing the data source for a workflow, select Intelligence and then select a Horizon Experience score for organizations, sessions, or users.

Case 1: Alert for poor Horizon Organization Experience Score

Send an email or Slack alert or trigger a ServiceNow ticket when the system identifies that an organization’s experience is Poor.

  1. In Workspace ONE Intelligence, go to Workspace > Freestyle and select Add Workflow.
  2. Select Intelligence as the Data Source, and then select Horizon Organization Experience Score.
  3. Select Automatic as the Trigger Settings.
  4. Complete the Trigger Rules.
    • Select the attribute Horizon Organization Experience Score > Organization Experience Numeric Score (Normalized).
    • Select Equals as the operator.
    • Select Poor as the value. Configure the triggers to set the workflow engine to identify poor organization experiences.
  5. Select Refresh in the Potential Impact menu option to view a preview of possible results for the workflow.
  6. Drag and drop the Action button below the Workflow Settings.
  7. Select Workspace ONE Intelligence > Send Email, and then select Add Action. Other options include to use Slack Web API or ServiceNow actions if you have integrated these services with Intelligence.
  8. Enter the email information for the admin you want to receive notifications about poor experience scores.
  9. Save the workflow.
  10. Select Enable Workflow to start using the workflow on incoming data or you can wait to activate the workflow later. The system executes the workflow when incoming events match the trigger rule.

Case 2: Alert for poor Logon Experience

You can use workflows to proactively track Horizon session, logon performance for users to identify wide-spread issues that impact performance and the user experience.

  1. In Workspace ONE Intelligence, go to Workspace > Freestyle and select Add Workflow.
  2. Select Intelligence as the Data Source, and then select Horizon Organization Experience Score Snapshot.
  3. Select Automatic as the Trigger Settings.
  4. Complete the Trigger Rules.
    • Select the attribute Horizon Organization Experience Score Snapshot > New Sessions With Poor Logon Score Percentage.
    • Select Greater than or equal to as the operator.
    • Enter 30 as the value to represent new sessions with poor logon score percentages of 30%. Configure the triggers to set the workflow engine to identify poor logon experiences.
  5. Select Refresh in the Potential Impact menu option to view a preview of possible results for the workflow.
  6. Drag and drop the Action button below the Workflow Settings.
  7. Select Workspace ONE Intelligence > Send Email, and then select Add Action. Other options include to use Slack Web API or ServiceNow actions if you have integrated these services with Intelligence.
  8. Enter the email information for the admin you want to receive notifications about poor user experiences.
  9. Save the workflow.
  10. Select Enable Workflow to start using the workflow on incoming data or you can wait to activate the workflow later. The system executes the workflow when incoming events match the trigger rule.
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