Experience Management

Experience Management (formerly known as DEEM) helps organizations gain insights into the employee experiences with their digital workspace. Experience Management provides insights about apps, operating system stability, and performance. It also displays analytics for key performance indicators that impact employee experiences such as start time, shutdown time, logon, and logout events.

What is Experience Management?

Experience Management harvests telemetry from desktop devices and provides insights to take predictive actions. The Workspace ONE Intelligent Hub gets the data from devices and sends it to Workspace ONE Intelligence for display and interaction on the Devices and Apps dashboards. To harvest data, the Workspace ONE Intelligent Hub for Windows and macOS activate the collection of advanced desktop telemetry.

What are the requirements to use Experience Management?

  • General requirements
    • Use the minimum supported version of the Workspace ONE UEM console.
    • Use corporate-owned and corporate-shared devices because the system does not collect data from BYOD devices.
    • Use the Workspace ONE Intelligence service with a license for Experience Management.
    • Activate the Experience Management solution in Intelligence.
  • Windows
    • Use the version of Workspace ONE Intelligent Hub for Windows that aligns with the minimum supported version of Workspace ONE UEM.
    • Use Windows devices that are either managed in Workspace ONE UEM or managed by another EMM solution (Hub Registered Mode).
    • For Windows devices in Hub Registered Mode:
      • Configure Hub Registered Mode in Workspace ONE UEM.
      • Ensure that your devices are managed by another EMM solution.
  • macOS
    • Use macOS devices that are managed by Workspace ONE UEM because macOS devices require full Workspace ONE UEM management to collect Experience Management data.
    • Use the version of Workspace ONE Intelligent Hub for macOS that aligns with the minimum supported version of Workspace ONE UEM.
    • Use the Workspace ONE Digital Experience app for macOS.

What support is offered for non-Workspace ONE managed devices (Windows only)?

Collect Experience Management data from Windows devices that are either managed by Workspace ONE UEM (UEM Managed) or that are managed by other EMM solutions (Hub Registered Mode). Whichever management solution chosen, you can benefit from Experience Management on Windows devices.

Note: Currently, macOS devices require full Workspace ONE UEM management to collect Experience Management data.

To cover a variety of use cases, Workspace ONE UEM provides four general options for device management.

  • UEM Managed
  • OS Partitioned
  • Hub Registered Mode
  • App Level Management

For an explanation of these modes, access the VMware Digital Workspace Tech Zone article Introduction to Workspace ONE UEM Device Management Modes.

If you are using another EMM solution for your Windows devices, you must bypass MDM management in Workspace ONE UEM, enroll devices using the Workspace ONE Intelligent Hub for Windows, and then enroll devices in Hub Registered Mode (shortened to Registered Mode). After completing these three tasks, you can send Experience Management data from Registered Mode devices to Intelligence.

For the latest information on Workspace ONE UEM procedures, see the following Workspace ONE UEM articles.

What can you do with Experience Management telemetry?

You can view and manipulate the data in modules. Focus your analysis to predict issues and to mitigate and fix problems. In the Desktop Device Dashboard module, find three tabs; Overview, Performance, and Errors.

  • Overview - This tab has general data for enrolled devices that are active and inactive. The Total OS Crashes analytic reports failures specifically for Windows Desktop devices fed from the Workspace ONE Intelligent Hub.
  • Performance - This tab displays statistics for Boot Time and Shutdown Time variables for your Windows Desktop devices. It uses bubble charts to visualize Critical and Warning thresholds for these variables. Select a bubble to get specific metadata. With this information, you can instantly see the devices that might need replacing or that need attention due to aged form factors and software. Configure the Performance tab to display data that aligns with your organization’s definition of the Critical and Warning thresholds. To edit the thresholds, select the ellipses (…) in the bottom right of the Performance tab.
  • Errors - This tab displays statistics for Crashes and Crash Rate of your Windows Desktop devices. It uses line graphs to visualize the events. Select a point on the line graph to focus your troubleshooting. With this information, you can quickly find problem devices, get the error codes for the failures, and fix the issue. In any module, you can use the Edit Columns setting to customize the data displayed on dashboards. View the data that is most helpful for your situation.

Where can you access Experience Management telemetry data?

Access your Experience Management telemetry data in the Workspace > Experience Management area.

  • Use the Experience Score dashboard to see scores for desktop apps, mobile apps, and device health. You can also view Horizon telemetry if you have activated the Horizon Cloud integration.
  • You can navigate to your Experience Management telemetry data using Marketplace > Solutions > Experience Management > View Dashboard. This area of the console consolidates all Workspace ONE Intelligence components into a single space. For details about available solution features, access Experience Management Solution.

Import Experience Management dashboard templates

You can download custom Experience Management Dashboard code samples from VMware {code}.

  • Find the dashboards by navigating to VMware Developer, selecting the Sample Exchange card, and entering DEEM in the search text box. The VMware Sample Exchange lists the templates in the search results.
  • Import the definitions to your Experience Management dashboard in Workspace ONE Intelligence to get new use cases out-of-the-box.
  • For example, the code sample for DEEM - Windows Network Monitoring is a dashboard template that helps you monitor Windows network metrics and potential issues.
  • To import a dashboard template in Workspace ONE Intelligence, go to Workspace > My Workspace > Recent Dashboards > View All > Add > Import Dashboard.

How do you activate Experience Management using the Integrations section?

You can activate Experience Management using the Integrations section of Workspace ONE Intelligence at Integrations > Data Sources > Desktop Advanced Telemetry > Set Up. Activate the feature to start collecting telemetry data for your Windows Desktop or macOS devices managed in Workspace ONE UEM.

Note: You do not need to activate Experience Management in the Integrations section if you already configured the feature in Solutions.

What category identifies Experience Management data?

When working in Dashboard widgets in Workspace ONE Intelligence, look for the Employee Experience category.

What data does Experience Management provide?

The Experience Management system provides various telemetry.

  • Organization Experience Score
  • User Experience Score
  • Desktop Apps Experience Score
  • Mobile Apps Experience Score (For Intelligence SDK apps)
  • Device Health
  • Application Performance and Stability
  • OS Crashes
  • Login, and Logout
  • Boot and Shutdown events and duration
  • Windows Services Status
  • Windows Performance Monitor Data

What is the Experience Management footprint on your devices?

The footprint is comparatively small. The tested configurations for Experience Management suggest a periodic impact of up to 5% CPU usage for a typical 4 core CPU. Tested configurations also suggest 10 to 40 Mb of memory usage on each Windows or macOS device.

How often does the DEEM Telemetry Agent transfer data?

The DEEM Telemetry Agent transmits data every 10 minutes at a maximum of 5 MB to Workspace ONE Intelligence. Although it sends data every 10 minutes, the agent collects performance metrics throughout the 10 minute period, and it transmits the metrics on an interval.

If the size of event data is greater than 5 MB (this event size is most common when a device goes offline and comes back on), the agent increases the transmission frequency to 6 minutes (from 10) until the queue is back under 5MB. The DEEM Telemetry Agent then returns to the normal 10 minute interval.

How do you find all the data attributes Experience Management uses for Experience Scores?

For the latest list of attributes, which can change often, use Workspace ONE Intelligence. Viewing the attributes in the console ensures you see the most current list of attributes.

  1. Go to Workspace > Experience Management > Settings.
  2. Select the Thresholds tab.
  3. Select any threshold category to see the experience score item and its attributes.
    • For example, select Device Health Experience Score and view the attributes for OS Crashes, which are frequency and date range.

Installation and troubleshooting on Windows

See Experience Management for Windows.

Installation and troubleshooting on macOS

See Experience Management for macOS.

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