Experience Management Solution

Find the dashboards and widgets applicable to your Experience Management (formerly known as DEEM) deployment curated into a single workspace in the Solutions area of Workspace ONE Intelligence. The Experience Management features available for you to use are Insights, Incidents, and Surveys.

What are Solutions?

Solutions are workspaces that gather all the necessary objects for a feature into a single area in Workspace ONE Intelligence. Solutions can include widgets and processes from dashboards, workflows, and reports so you can view the health of features and analyze them, find issues, and fix them.

How do you configure the Experience Management solution and view Experience Scores?

You can configure Experience Management in the Solutions area of Workspace ONE Intelligence. You must have Administrator and Analyst permissions for Roles Based Access Control (RBAC).

For more documentation not specific to Solutions, access Experience Management.

  1. In Workspace ONE Intelligence, select Marketplace > Solutions > Experience Management > Get Started > Set Up.

  2. Select Start to configure the Data Sources tab.

    • Workspace ONE UEM Connection: Often this item is already enabled. Workspace ONE UEM manages your Windows and macOS devices and deploys the Workspace ONE Intelligent Hub to your devices. Access topics on how to configure the Workspace ONE UEM connection.
    • Desktop Advanced Telemetry: Enable this menu item to collect telemetry data for your devices managed in Workspace ONE UEM.
    • Mobile App Telemetry: If you do not use the Workspace ONE Intelligence SDK, you do not need to configure this item. Add applications that use the Workspace ONE Intelligence SDK to collect their telemetry data.
  3. Select Start to see Thresholds. On this tab, you can view experience scores for desktop apps, mobile apps, device health, and organizations. You can customize the experience scores thresholds by entering values directly in the value boxes above the green, yellow, and red threshold bars. However, editing the values is optional. You can edit values later.

  4. Select Next for each Experience Scores group.

  5. Select View Dashboard to launch Experience Management.
    Note: Data does not immediately display because it can take up to 24 hours for the system to calculate experience scores.

How do you find users to see their Experience Management telemetry?

Use the search feature (the magnifying glass) in the header of the UI to find users in your Expereience Management solution. Select the drop-down menu and choose Users, and then enter various attributes to find the user.

  • Username
  • First name
  • Last name
  • Email address

Note: Searching with a combination of first and last name is not currently supported.

Select the user record from the search results to view the Experience Management telemetry. This selection takes you to the user’s dashboard where you find information about the devices they use, their risk scores, and the apps they use. Data is distributed on two tabs, the Overview and the Experience tabs.

  • Overview: The Overview tab displays the user’s overall Experience Score, Risk Score, Associated Devices, and their experience and risk scores over time.
  • Experience: The Experience tab breaks down the user experience score by Device Health, Desktop Apps, and Mobile Apps (those that include the Workspace ONE Intelligence SDK).
    • The Device Health table lists the name of the user’s device (with a link to device specific information) and gives device data about OS Crashes, Boot Time, Shutdown Time, and Battery Health. This data explains why Device Health is Good, Neutral, or Poor.
    • The Desktop Apps table lists up to 15 of the most used apps for the user based on app foreground time, along with the app’s version, average crash rate, average app hangs, and experience score.
      Note: The experience score for desktop apps reflects the app’s score across the organization, not a score specific to the user.
    • The Mobile Apps table lists experience data for apps that use the Intelligence SDK.

Examples of how to find data by user

  • You want to find a specific device for a user to troubleshoot a reported issue, and the device name is too complex to type into the search box.
    1. Search for the user based on username, first name, last name, or email address.
    2. Select the user from the results.
    3. Find the device in the device list view.
    4. Select the device name to navigate to the device timeline view and begin investigating.
  • A user has been graded with a poor experience, and you want to know why.
    1. Search for the user based on username, first name, last name, or email address.
    2. Select the user from the results.
    3. Select View on the Experience widget or select the Experience tab.
    4. View device experience scores and most used apps to determine which are graded poorly. Poorly graded apps and device experiences cause the user’s experience score to also be poor.
    5. Drill into the poorly graded device experiences and apps to investigate possible causes.
  • You want to know when a user first began having a poor experience, and how long has the experience score been poor.
    1. Search for the user based on username, first name, last name, or email address.
    2. Select the user from the results.
    3. Scroll to view the Experience Score over time chart.
    4. If necessary, update the time range to determine when the user was first graded with a poor experience.
    5. Look for changes with the user’s devices or apps at the time of the experience score change to understand the root cause.

What are Insights?

Insights detect anomalies in your Experience Management environment. They are a machine-learning based feature that alert you to interesting or potentially problematic data point changes without you having to constantly monitor your dashboards.

How do insights work?

The insights algorithm creates a baseline of normal behavior for each data point in your Experience Management environment. The algorithm adjusts the normal range as rates go up or down. For example, if an app’s crash count begins to trend down over time, the algorithm identifies that the app has gotten more stable and changes what it considers normal, accordingly.

Where do you find insights?

If Workspace ONE Intelligence has detected anomalies, you can find insights in Workspace > Experience Management > Insights.

Insights are a part of the Experience Management Solution.

What can you do from an insights card?

You can perform several actions from an Insights card when you select the card’s arrow (>).

  • Create Incident - Create an incident for the insight.
  • Add Comment - Add a comment for other admins to see and use for analysis. You can use the comments to filter insights with the Last Commented menu option in the What would you like to work on? section.
  • Dismiss - Select Dismiss to put the insight into an archived state.

    • The system manages the status, Active or Dismissed, based on the user. For example, Admin A can dismiss an insight, and that same insight still displays for Admin B.
    • The procedure for reactivating your insights is similar to dismissing them.

      1. Use the filter beside the search field to view Dismissed Insights.

        Use the filter to view not just dismissed insights, but active ones, or all insights.

      2. Find the applicable dismissed insight in the list and select its arrow (>).

      3. Select Make Active.
  • Impacted Devices - You can see the percentage of devices that are impacted by the insight and how many of those impacted devices are active.
    • Select View Devices to see all impacted devices listed by device name.
    • The Devices tab lists devices impacted by the insight.
    • For the devices category, the Impact by OS Version tab displays OS versions impacted by the insight.
    • For the apps category, the Impact by App Version tab displays the app versions impacted by the insight.
  • Insight chart - See insight data points over time.
    • The normal range of the data point, generated by the algorithm using historical data, is shaded in blue.
    • The current value of the data point is depicted with a solid blue line.
    • If there is a gap in the shaded region, the gap identifies that no data was reported for that time period.
  • Timeline - This widget shows when the system created the insight and every period that the insight was continuously anomalous.

How can you keep track of insights?

Use the filters in the What would you like to work on? section of the insights page. You can use the Filter By > Custom Filters menu item to control the insights the system displays in your insights list. Control the list by viewing insights for Apps or Devices. Your configurations do not impact other users. If you decide you want to view a category that you previously turned off, toggle the category on and the system displays past insights in your list.

What data points do insights monitor?

Data Point Description Example
App Crash Number of crashes per app in 1-hour increments. System generates an insight that an app has begun to crash at a high rate in the last hour, and it is impacting productivity.
App Hang Number of hangs per app in 1-hour increments. System generates an insight that an app has begun to hang and has decreased productivity.
App Install Failure Number of failed installations for a given application in 1-hour increments. System generates an insight that an app has failed to install at a higher rate than normal in the last hour.
App Usage Number of foreground events per app in 1-hour increments. System generates an insight that an app is launching more frequently than normal.
Boot Duration The median boot duration in 1-hour increments. System generates an insight that the median boot duration has increased. This increase indicates that there is a widespread degradation of boot performance.
CPU Utilization The median CPU utilization in 1-hour increments. System generates an insight that the median CPU utilization has increased meaning some app, recently deployed, is causing abnormally high resource requirements.
Failed SSO Logins Number of Failed SSO Logins in 1-hour increments. System generates an insight that a higher than normal SSO Login Failure count has been registered which means employees may not be able to access company resources.
Horizon Session Logon Duration The median logon duration in 1-hour increments. System generates an insight that the median logon duration has increased. This increase indicates that there is a widespread degradation of logon performance.
Intelligence SDK Crashes (iOS and Android) Number of crashes per app in 1-hour increments coming from apps with the Intelligence SDK System generates an insight that an app has begun to crash at a high rate in the last hour, and it is impacting productivity.
Intelligence SDK Network Errors (iOS and Android) Number of network errors in 1-hour increments coming from apps with the Intelligence SDK System generates an insight that at a higher than normal amount of Network errors have been registered in apps with the Intelligence SDK.
OS Crash Number of OS crashes in 1-hour increments. System generates an insight that OS Crashes have increased past normal amounts. This increase indicates a widespread BSoD (blue screen of death) issue.
Shutdown Duration The median shutdown in 1-hour increments. System generates an insight that the median shutdown duration has increased. This increase indicates that there is a widespread degradation of shutdown performance.

What are Incidents?

Incidents let you track, collaborate, and perform root cause analysis (RCA) within your Experience Management solution.

How can you use incidents?

You want to perform a root cause analysis (RCA) of an issue in Workspace ONE Intelligence, but you need more than dashboards and reports. You want to track performance through easy-to-understand KPIs (key performance indicators), collaborate through comments and shared objects, and look at what worked in the past so you can apply that knowledge to the present. Incidents is the tool for your RCA.

Where are incidents?

Find Experience Management incidents in Workspace ONE Intelligence at Workspace > Experience Management > Incidents.

How do incidents work?

Within a single workspace in your Experience Management solution, you can select the object you want analyze and fix, see its relevant performance indicators and a dedicated custom dashboard, create workflows, communicate and collaborate with other Intelligence admins, and review past RCAs to repeat successes and avoid failures.

Create an incident

In the Experience Management solution, create incidents related to three types of issues – Device Health, Desktop Apps, and Mobile Apps.

  1. Go to Workspace > Experience Management > Experience Score.
  2. Select View for the type of incident you want to create, Device Health, Desktop Apps, or Mobile Apps.
  3. Select + Incident.
  4. Enter a name and include objects to associate with the incident - an app, app versions, a single device, or multiple devices.

Solve problems with a dedicated custom dashboard

You can create a custom dashboard within the incident so that there is a dedicated place for analyzing data using the Related Dashboards section. This dashboard does not display on Recent Dashboards, so it does not clutter that section of the product.

Associate workflows with incidents

After you determine the root cause of a user experience problem, use a workflow to push the fix to users. This workflow lives within the incident so that you can track KPI improvements and monitor the workflow in a single pane of glass. When you close an incident, the system deactivates the associated workflows.

Leave notes and collaborate

Admins can comment and leave notes and findings within the incident record to help with the RCA process. Bringing comments into the console adds to the single workspace, RCA narrative.

Access records of past actions with the audit log

A problem can arise when you have to create lots of one-off, custom dashboards to perform RCA. These custom dashboards can clutter Recent Dashboards. When you delete these custom dashboards to clean your space, you have no record of the actions you took to solve the problem. Use the Audit Log tab in the Incident to see an audit trail of identified problems and solutions by Workspace ONE admins.

View closed Incidents to see how problems were solved in your Experience Management solution area.

What are Surveys?

Micro-surveys (or surveys) are questionnaires admins create in Workspace ONE Intelligence and send as notifications in Workspace ONE Intelligent Hub to users to help gauge user sentiment and satisfaction. Users submit their responses in Intelligent Hub and Intelligence displays the results. Admins interact and analyze the survey results in dashboards to get insight on deploying and managing resources that employees want to use and that help them be productive.

How can surveys help the employee experience?

Publish surveys to get data and feedback about your resources. Surveys can ask about app performance or device health. With this feedback, you can make better choices about the resources you fund and support. Here is a use case example.

  • Use Case: IT wants to know why employees aren’t using a preferred app.
    After rigorous acceptance testing and security audits, IT deployed a required productivity app that maintained the department’s bottom line. However, IT does not see the adoption and engagement that it expected. IT wants to know if users are using another unsanctioned app and why?
  • Publish a survey: Find out why employees aren’t using the preferred app.
    Use the MAU (monthly app usage) widget to find app users that are causing monthly app usage to decrease by 30%. Then, create a survey targeted to these users. Format the survey to ask about their satisfaction or dissatisfaction with the preferred app and what app they are using instead.

In this example, the IT department now has feedback from users and can decide how to best support and deploy resources.

Components work together to create and deploy surveys

Surveys for Experience Management use several Workspace ONE components to publish, collect data, and display results.

  1. Admins create a survey in Workspace ONE Intelligence.
  2. Admins publish the survey.
  3. Workspace ONE Intelligence sends the survey to the Workspace ONE Intelligent Hub app on devices.
  4. Users complete the survey in the Hub, and the Hub sends the responses back to Workspace ONE Intelligence.
  5. Admins monitor and analyze the responses using widgets on the Workspace ONE Intelligence Experience Management Surveys page.

Surveys and localization

The system can localize surveys in certain languages other than English for questionnaires that use pre-configured question and answer formats. The system does not localize custom questions and answers. The system does allow the manual entry of custom questions and answers in the language of your choosing.

Prerequisites

To use surveys, meet the listed requirements and use the listed systems.

  • You can send surveys to the listed Workspace ONE Intelligent Hubs.
    • iOS, version 22.02 or later
    • macOS
    • Windows
    • Android, version 22.08 or later
  • You must use VMware Workspace ONE Hub Services.
  • You must be a super admin or be assigned an Automator role to create and publish surveys. If you are assigned an Administrator role, you can create surveys, but you can not add workflows to them or publish them. Super admins are assigned all RBAC (roles based access control) permissions. For details on RBAC, see Accounts Management.
  • You can create surveys directly from widgets, but you must use the listed data types. The listed data types are the only data type filters that support filtering to target specific devices.
    • Workspace ONE UEM > Devices
    • Workspace ONE UEM > Apps
    • Workspace ONE Intelligence > Device Activity
    • Workspace ONE Intelligence > App Activity

Where can users find surveys in the Hub app?

Your device users can find their survey notifications in the Workspace ONE Intelligent Hub app, on the For You tab. They select the notification and open the survey. After they complete their responses, they submit the survey.

How do you configure a survey?

To use surveys, you first set notifications and then define the questionnaire for the survey. Then, use a workflow to deploy the survey. Analyze survey results displayed on the Surveys page of the Experience Management Solutions area, and interact with the data in the survey’s details view.

  1. In Workspace ONE Intelligence, go to Workspace > Experience Management > Surveys.
  2. Select Create.
    If you have not authorized your Hub Services connection, you can do it now using the Set up Workspace ONE Hub Services wizard.
  3. Select Start on the Set Up Survey tab.
  4. On the Settings tab, enter a name for your survey, select a category, and select a language.
    Note: The system displays pre-configured questions and answers depending on the Category of your survey.
  5. Configure how you want users to get notified about the available survey on the Notification tab. See your notification selections in the Preview pane.
    • Select a priority for the survey. The priority dictates where the notification displays in the Workspace ONE Intelligent Hub.
      • Standard - This notification displays in the Actionable section of the Workspace ONE Intelligent Hub.
      • High-Priority - This notification displays in the Priority section, above notifications, in the Workspace ONE Intelligent Hub.
      • Urgent - This notification displays as a pop-up on user devices. Users must act on the pop-up before they can perform other tasks in the Hub app.
    • Enter the title for the survey. Your users see this title in the Workspace ONE Intelligent Hub.
    • Enter a description of the survey. Your users read this Body text and decide if they want to respond to the survey so consider how you craft the text.
    • Use Take Survey or enter your own text that the system displays on the button used to start the survey.
  6. Configure the Questions tab. Select up to five (5) questions from a pre-configured list or enter up to five (5) custom questions.
    • Use the Preview pane on the Survey tab to see how the system formats questions.
    • To use a pre-configured question, select the Custom Question string in the Question text field to display a drop-down list.
    • If you use pre-configured questions, the Question Type and Answer Choices are also pre-configured.
    • If you use a Custom Question, enter the question in the text field and select the Question Type. Select between Single Choice, Multiple Choice, Net Promoter Score (NPS), and Free Form Text.
    • The Answer Choices available are dependent on the question type.
    • You can select up to ten (10) answer choices.
  7. Use a workflow to schedule the deployment of the survey to the Workspace ONE Intelligent Hub. You do not have to configure the workflow immediately. You can save the survey as a draft and create the workflow when you are ready to deploy.
    1. Name - Enter a name for the workflow.
    2. Trigger - Configure filters for the workflow engine that trigger it to run the workflow.
      Important: The system deploys surveys only once to devices that meet the filters in the workflow when you configure a Manual trigger. A Manual trigger deploys the workflow on-demand.
    3. Filter Rules - Define the trigger the workflow engine monitors for a state change.
    4. Action - Define what the workflow engine does when it identifies configured triggers.
      • The default action is the Workspace ONE Hub Services > Send Surveys.
      • You can configure other available services.
        • Workspace ONE UEM
        • Workspace ONE Intelligence
        • ServiceNow
          You must have an authorized ServiceNow connection to use this service.
        • Slack
          You must have an authorized Slack connection to use this service.
    5. Save your workflow.
  8. Select Publish Survey to deploy the survey to the Workspace ONE Intelligent Hub app on devices.

Survey analytics

Users receive, interact, and send surveys in the Hub app, so surveys use the Workspace ONE Hub Services notification framework to display survey analytics. On the Surveys page, select a survey in the list to see the survey’s Overview, Results, Total Analytics, and Unique Analytics.

Types of events

For events displayed on the analytics tabs, the system looks for specific actions or behaviors as the system and users interact in the Hub Services notifications framework. After the system identifies that actions and behaviors have occurred that equal an event, the system logs the event. Events include the listed actions and user behaviors.

  • Actioned: The system logs this event when the user completes the requested action successfully.
    • The system notes what action was taken. For example it notes if the user selected a specific menu item.
    • Failed actions are not logged as Actioned events.
  • Dismissed: The system logs this event when the user dismisses a notification selecting the X in the top right corner of a notification card. Dismissing a notification moves it to the History section of the Hub app.
  • Opened: The system logs this event when the user selects and opens a notification to see the details.
  • Viewed: The system logs this event when a notification displays for the user on the For You tab. However, if the user is on the For You tab and the notification hasn’t yet reached the viewing area of the Hub app, the system does not log a Viewed event. Viewed is the only event that is dependent on displaying in a specific area to be logged.

What’s on the analytics tabs?

The Total Analytics tab and the Unique Analytics tab both display counters, an activity timeline, and widgets to facilitate interacting with the data. Users may perform an action multiple times, so to help highlight singular and unique events, use the Unique Analytics tab.

  • Counters: Find when a survey was sent, how many surveys were sent, and the success and failure rates for sending the survey.
  • Activity Timeline: This graph depicts when an event, Viewed, Opened, Actioned, or Dismissed occurred for the selected survey.
  • Actions Breakdown: This widget visually depicts the number of actions and the actions taken that occurred over a set time period. You can quickly see the days when there are increases in actions.
  • Views By Platform: The widget visually depicts the number of views by platform over a set time period. Quickly see spikes in views for your supported platforms.

Survey states

Surveys have several states so you can quickly identify their statuses.

  • Draft - Drafts have not been sent to users. Draft surveys need survey content configured or they need a workflow added to them.
  • Expired - Expired surveys are older than 90 days.
  • Inactive - Inactive surveys are marked when the Hub Services integration is de-authorized while the survey is published. When someone de-authorizes the Hub Services connection, all surveys move to an inactive state and the system stops collecting responses for published surveys. If you re-authorize the integration, surveys remain marked as Inactive, but Workspace ONE Intelligence starts to collect responses submitted by users for published, non-expired surveys. You can view results in the Surveys > Overview tab.
  • Published - Published surveys are active surveys that were sent to users and the system is actively collecting survey responses. They are active for 90 days.

Survey limits

The amount of surveys allowed depends on the survey’s state, Published, Draft, Inactive, or Expired. You can save up to 50 Published surveys in Workspace ONE Intelligence. Surveys are active for 90 days after publication. After 90 days, survey notifications expire and the system removes them from the Hub app.

You can have as many Drafts, Inactive, or Expired surveys as you need.

Survey actions

Perform several actions on your surveys so you can quickly create new ones, edit existing ones, or remove old ones.

  • Delete - Delete surveys to make room for published surveys or to remove inactive, expired, or draft surveys that are no longer relevant.
    • Deleting published or inactive surveys that have not expired (90 days) does not remove the survey notification from the Hub app. Rather, this deletion removes the record of the survey from the Workspace ONE Intelligence console.
    • You cannot view the results for deleted published or inactive surveys.
  • Duplicate - Duplicate surveys to use an existing one as a quick template for a new survey.
    • Edit the copied settings to make the survey unique.
    • A duplicated survey must have a unique name. The system does not allow duplicate survey names.
  • Edit - Edit surveys until you are ready to deploy. Then, use a workflow to deploy and publish the workflow to the Hub app.

Where can you find survey results?

As users take the survey, Intelligence ingests and displays results in dashboards on the Surveys page.
Note: If you do not see results, refresh the browser.

  • Find the following widgets in the Workspace > Experience Management > Surveys > Overview tab.
    • Total Surveys Attempted
      This widget identifies the number of surveys Workspace ONE Intelligence has sent. This number does not represent every device that has received the survey because the system does not receive this information from devices.
    • Total Surveys Responded
    • Survey Response Rate
    • Surveys Taken Over Time
  • On the Workspace > Experience Management > Surveys > Results tab, use the chart breakdown to find information for each survey question.
    • Expand the question to view its unique data.
    • In the details view, you can find data for User GUID, User Name, Event Time, and Responses.

Survey behaviors

Consider these behaviors when you deploy a survey.

  • Users must answer all questions in a survey or they cannot submit it.
  • Users cannot re-take a survey they have already submitted.
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