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 Workspace ONE UEM console v2010 or later.
- Use the Workspace ONE Intelligence service.
- Use Windows or macOS devices that are managed in Workspace ONE UEM.
- Use corporate-owned and corporate-shared devices.
Windows
- Use the Workspace ONE Intelligent Hub for Windows Desktop v20.10 or later.
macOS
- Use the Workspace One Intelligent Hub for macOS v21.07 or later.
- Use the Workspace One Digital Experience for macOS on macOS devices.

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.

Go to Workspace > Experience Management > Settings.
Select the Thresholds tab.
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.

Activate additional logon event reporting for Experience Management (optional for Windows)

To feed additional Experience Management metrics around the Windows logon/logoff experience into the User Experience Score, activate the listed advanced audit policies on the applicable Windows devices.

Audit Logoff
Audit Logon
Audit Other Logon/Logoff Events
Audit Special Logon

On the machine

You can activate these policies on the Windows machine using the listed process.

Open the Group Policy Editor (Gpedit.msc).
Go to Computer Configuration > Windows Settings > Security Settings > Advanced Audit Policy Configuration > System Audit Policies – Local Group Policy Object > Logon/Logoff.
Activate and configure each of the above policies for Success and Failure reporting.

With a CMD file

If you want to use a CMD file (batch file) to activate advanced audit policies, the listed code updates the applicable GPOs.

@echo off
echo "Machine Name,Policy Target,Subcategory,Subcategory GUID,Inclusion Setting,Exclusion Setting,Setting Value" >audit_policy.csv
echo ",System,Audit Logoff,{0cce9216-69ae-11d9-bed3-505054503030},Success and Failure,,3" >>audit_policy.csv
echo ",System,Audit Logon,{0cce9215-69ae-11d9-bed3-505054503030},Success and Failure,,3" >>audit_policy.csv
echo ",System,Audit Other Logon/Logoff Events,{0cce921c-69ae-11d9-bed3-505054503030},Success and Failure,,3" >>audit_policy.csv

auditpol.exe /restore /file:audit_policy.csv
del /f audit_policy.csv

With Baselines

Another way to activate the advanced audit policies is using Baselines. Baselines are curated settings grouped together to streamline Windows configurations. The listed process outlines the general steps to activate the advanced audit policies. For details about Baselines, access Using Baselines.

In Workspace ONE UEM, select the organization group.
Create a Baseline using a template in the console at Resources > Profiles & Baselines > Baselines.
Use the Windows Security Baseline template.
On the Customize tab, find the policies in Computer Configuration > Windows Settings > Security Settings > Advanced Audit Policy Configuration > System Audit Policies – Local Group Policy Object > Logon/Logoff.
Activate the settings for Success and Failure.
Save and assign the Baseline to applicable smart groups.
Restart devices to deploy Baselines.

With PowerShell

If you don’t want to use GPOs, a CMD file, or Baselines, you can also use PowerShell commands to activate audit policies for Windows logon/logoff experience data.

Turn off the echo.

$host.UI.RawUI.BufferSize = New-Object Management.Automation.Host.Size (500, $host.UI.RawUI.BufferSize.Height)
$ProgressPreference = 'SilentlyContinue'

Define the CSV content.

$csvContent = @"
"Machine Name,Policy Target,Subcategory,Subcategory GUID,Inclusion Setting,Exclusion Setting,Setting Value"
",System,Audit Logoff,{0cce9216-69ae-11d9-bed3-505054503030},Success and Failure,,3"
",System,Audit Logon,{0cce9215-69ae-11d9-bed3-505054503030},Success and Failure,,3"
",System,Audit Other Logon/Logoff Events,{0cce921c-69ae-11d9-bed3-505054503030},Success and Failure,,3"
"@`

Write the content to an audit_policy.csv. $csvContent | Out-File -FilePath "audit_policy.csv" -Encoding ASCII
Run the auditpol.exe command. & auditpol.exe /restore /file:audit_policy.csv
Delete the CSV file. Remove-Item -Path "audit_policy.csv" -Force

Installation and troubleshooting on Windows

If your devices are not sending telemetry data to Workspace ONE Intelligence for Experience Management, you can troubleshoot the system by checking the status of the Workspace ONE Intelligent Hub and reviewing the log files.

Do you need to install a separate Experience Management agent for Windows devices?

You do not need to install a DEEM agent on Windows devices. The DEEM Telemetry Agent for Windows is installed with the Workspace ONE Intelligent Hub for Windows. Find the agent in C:\Program Files\VMware\Endpoint Telemetry Service.

How do you check that the Workspace ONE Intelligent Hub is running?

One way to troubleshoot issues with sending data to Workspace ONE Intelligence is to ensure the Workspace ONE Intelligent Hub or the DEEM Telemetry Agent for Windows is running on the Windows device. The DEEM Telemetry Agent includes two services.

Service Name	Service Display Name
VMWOSQEXT	VMware Digital Experience Telemetry
vmwetlm	VMware Experience Management Service

Start the Command Prompt app as an administrator and run sc query vmwosqext or sc query vmwetlm. These commands displays the status of the DEEM Telemetry Agent service as VMWOSQEXT or vmwetlm.

What are the registry settings Experience Management uses?

Experience Management creates registry entries under HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\VMWOSQEXT and under HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\vmwetlm on the Windows device. These registries work for both the Workspace ONE Intelligent Hub and the DEEM Telemetry Agent for Windows.

Utility tool (`tlmtool`) for troubleshooting

To make troubleshooting easier, the DEEM Telemetry Agent v22.6.0 and later comes with a new utility tool called the tlmtool. Use the tlmtool to set log levels, collect log files, and package log files.

The tlmtool is installed on the device in the same directory as the DEEM Telemetry Agent for Windows at C:\Program Files\VMware\Endpoint Telemetry Service\Tools. The installation path can be retrieved with a registry key at HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\vmwetlm\ImagePath.

How do you run the utility tool?

Run tlmtool as an administrator and use an execution policy with a PowerShell script. The PowerShell command is Set-ExecutionPolicy.

Run the Command Prompt app as an administrator.
Go to the installation path C:\Program Files\VMware\Endpoint Telemetry Service\Tools.
Run tlmtool <options> [arguments].
An example of what to enter in Command Prompt is tlmtool -setLogLevel Trace.
To view supported command options in the tlmtool, enter tlmtool -help in Command Prompt.

Command line options for the utility tool

Option	Usage	Description
-help	`-help`	Displays the help information for the tool.
-setLogLevel	`-setLogLevel <Error\Info\Debug\Trace>`	Sets the log level to `<Error\Info\Debug\Trace>`.
-resetLogLevel	`-resetLogLevel`	Resets the log level to default settings.
-setLogConfiguration	`-setLogConfiguration maxLogSize <1..50>`	Sets the maximum size of a log file in MB, and the range is 1-50.
	`-setLogConfiguration maxTraceLogSize <1..50>`	Sets the maximum size of a trace log file in MB, and the range is 1-50.
	`-setLogConfiguration maxLogFiles <1..30>`	Sets the maximum number of historical log files kept, and the range is 1-30.
-resetLogConfiguration	`-resetLogConfiguration maxLogSize`	Resets the maximum size of the log file to the default 1MB.
	`-resetLogConfiguration maxTraceLogSize`	Resets the maximum size of the trace log file to the default 10MB.
	`-resetLogConfiguration maxLogFiles`	Resets the maximum number of historical log files kept to the default 10.
-resetAllLogSettings	`-resetAllLogSettings`	Resets all the log settings to default, including log level and configurations.
-collectLog	`-collectLog`	Collects and packages the log files, and stores them in C:\Windows\Temp\Diagnostic by default.

How do you activate logging for the DEEM Telemetry Agent on the device?

For the DEEM Telemetry Agent v22.6.0 and later, activate logging for Experience Management by running the tlmtool command tlmtool -setLogLevel Trace without restarting the service.
For earlier VMWOSQEXT services, activate logging for Experience Management by updating the listed registry entry.
- HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\VMWOSQEXT\ImagePath = “"C:\Program Files (x86)\Airwatch\AgentUI\Telemetry\vmwosqext.exe" --service --osq_named_pipe=vmwosqext.em --logger_min_status=0 --vmw_windows_log_verbose”
- After the registry changes, restart the service. The logs are then written to the folder C:\ProgramData\VMWOSQEXT.
For the latest vmwetlm service, activate logging by updating the listed registry without restarting the service.
- HKEY_LOCAL_MACHINE\SOFTWARE\VMware, Inc.\VMware Endpoint Telemetry\Service\Config\Log\LogLevel="Trace"
- The system writes the logs to the folder C:\ProgramData\VMware\vmwetlm\logs.

Installation and troubleshooting on macOS

See Experience Management for macOS.