DEEM Solution

Find the dashboards and widgets applicable to your Digital Employee Exerience Management deployment curated into a single workspace in the Solutions area of Workspace ONE Intelligence. The Soluctions features available for 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, automations, and reports so you can view the health of features and analyze them, find issues, and fix them.

How do you configure the DEEM Solution and view Experience Scores?

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

For details about DEEM, access Digital Employee Experience Management.

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

  2. Select Start to configure the Connect 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.
      • Meet the requirements to use Workspace ONE Intelligence.
      • Register Workspace ONE UEM in Workspace ONE Intelligence.
    • 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 Review Experience Scores 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 return to the Experience Scores tab and edit values later.

  4. Select Next for each Experience Scores group.

  5. Select View Dashboard to launch DEEM.
    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 all the data attributes DEEM 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 Solutions > Digital Employee Experience Management > View Dashboard > Settings (gear icon) and select the Experience Scores tab.
  2. Select any of the scores to see the contributing attribute. For example, select Device Health Experience Score and view the attributes for OS Crashes, which are frequency and date range.

How do you find users to see their DEEM telemetry?

Use the search feature (the magnifying glass) in the header of the UI to find users in your DEEM 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 DEEM 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 DEEM insights?

Insights detect anomalies in your DEEM 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. The system activates them by default, but you can toggle them off or on.

How do insights work?

The insights algorithm creates a baseline of normal behavior for each data point in your DEEM environment. The algorithm adjusts the normal range as rates go up or down, so there is no need to manually tune the feature. 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 see Insights cards displayed on the DEEM Solution dashboard.

You can toggle insight notifications on or off in Solutions > Digital Employee Experience Management > Insights > Settings.

On the DEEM dashboard, Insights cards display on the right side of the UI. You can perform three actions with an Insights card.

  1. Select View and this action takes you to the insight view page.
  2. Select Dismiss and this action puts the insight into an archived state.
    • The system manages the status, Active or Archived, based on the user. For example, Admin A can dismiss an insight, and that same insight still displays for Admin B.
    • To return a dismissed (archived) insight to Active, go to Settings and re-activate the insight (toggle it on).
  3. Select the Pin icon to keep the insight at the top of the Insights list.

What does the insight view show?

When you select an Insights card to see the insight view, the view displays a chart, a timeline, and impacted objects (devices).

  • Chart - The top chart visually displays 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.
  • Impact - This table shows what objects were impacted by the anomaly. Information in this table depends on the data point and the objects relevancy.

How can you keep track of insights?

You can pin the insights that are important to you for easier access. You can also bookmark insights to display them on your console homepage.

What data points do insights monitor?

Data Point Description Example
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.
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.
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.
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.
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 Usage Number of foreground events per app in 1-hour increments. System generates an insight that an app is launching more frequently than normal.

What are DEEM incidents?

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

How do incidents work?

Within a single workspace in your DEEM 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.

Select an app or devices

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

  1. Go to Solutions > DEEM.
  2. Select View under one of the types, Device Health, Desktop Apps, or Mobile Apps.
  3. Select Add Incident.
  4. Enter a name and include objects to associate with the incident - an app, app versions, a single device, or multiple devices.

Showing incidents within the DEEM solution. Click “view” under Desktop Apps to see poor performing Apps.

App Selection in the DEEM solution after clicking Create Incident.

Track fixes against out-of-the-box KPIs

Each incident has a type (Device Health, Desktop Apps, or Mobile Apps) and each type comes with a different set of relevant KPIs listed on the Performance Indicators tab. Use them to track how remediation actions impact the user experience and how they return your environment to normal.

A graph in the DEEM solution picturing KPIs included, out-of-the-box, for tracking success of a remediation.

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. This dashboard does not display on My Dashboards, so it does not clutter that section of the product.

Use your DEEM solution to create Custom Dashboards on specific incidences to help with analysis and troubleshooting.

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.

Add workflows to the incident in the DEEM solution to inform users and push fixes.

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.

Collaborate and leave updates through comments in the DEEM solution.

Access records of past RCA actions

A problem can arise when you have to create lots of one-off, custom dashboards to perform RCA. These custom dashboards can clutter My Dashboard. When you delete these custom dashboards to clean your space, you have no record of the actions you took to solve the problem. Incidents serve as an audit trail of identified problems and solutions by Workspace ONE admins.

View Closed Incidents to see how problems were solved in your DEEM solution area.

What are DEEM micro-surveys?

Micro-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 micro-surveys help the employee experience?

Publish micro-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 micro-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 micro-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.

Overview of the process

Micro-surveys for DEEM 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 DEEM Solution Survey page.

Micro-surveys and localization

The system can localize micro-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 micro-surveys, meet the listed requirements and use the listed systems.

  • You can send micro-surveys to the listed Workspace ONE Intelligent Hubs.
    • iOS, version 22.02 or later
    • macOS
    • Windows
    • Android
      • You can only use custom questions that have free form answer choices when deploying to the Workspace ONE Intelligent Hub for Android.
      • You cannot use single choice, multiple choice, or NPS score options for surveys deployed through the Workspace ONE Intelligent Hub for Android.
  • You must use VMware Workspace ONE Hub Services.
  • You must be a super admin or be assigned an Automator role to create and publish micro-surveys. If you are assigned an Administrator role, you can create micro-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 User 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

How to authorize the Hub Services connection

You can perform this procedure before you configure a micro-survey or during the creation of your first micro-survey.

Retrieve the URL to your Workspace ONE Hub Services console. You enter it in Workspace ONE Intelligence to authorize the connection. To find your Workspace ONE Hub Services console URL, launch your Hub Services console and copy the address from your browser. An example might be https://hubsvc.acme.com.

You must be a super admin to authorize this connection.

  • Set up with Workspace ONE Access
    If you use Workspace ONE Access to authenticate to Intelligence, follow this procedure to authorize the connection.
    1. In Workspace ONE Intelligence, go to Integrations > Data Sources and select the Workspace ONE Hub Services integrations card.
    2. Select Get Started.
    3. Select Authorization Details.
    4. Enter your Workspace ONE Hub Services Console URL in the Authorized URI text field.
    5. Select Connect to Workspace ONE Hub Services.
      Workspace ONE might prompt you for your admin credentials if you are not using an active SSO session.
    6. Enter your Workspace ONE Access, admin credentials, if prompted.
    7. Click Accept to authorize the Workspace ONE Intelligence and the Workspace ONE Hub Services connection.
  • Set up with Workspace ONE UEM
    If you use Workspace ONE UEM to authenticate to Intelligence, work in both the Workspace ONE Intelligence console and in the Workspace ONE UEM console.
    1. Begin the authorization process in Workspace ONE Intelligence.
      1. In Workspace ONE Intelligence, go to Integrations > Data Sources and select the Workspace ONE Hub Services integrations card.
      2. Select Get Started.
      3. Select Authorization Details.
    2. Go to your Workspace ONE UEM console and launch Workspace ONE Hub Services to get the Hub Services URL and to deploy a token for the connection on the back end.
      1. In another browser tab, open your Workspace ONE UEM console.
      2. Go to the correct organization group.
      3. Select the menu square in the top right of the UI and then select Workspace ONE Hub Services.
        You can retrieve your Hub Services console URL now if you did not already do so.
    3. Complete the authorization in Workspace ONE Intelligence.
      1. On the browser tab with your Workspace ONE Intelligence instance, enter your Workspace ONE Hub Services Console URL in the Authorized URI text field.
      2. Click Accept to authorize the Workspace ONE Intelligence and the Workspace ONE Hub Services connection.
  • How can you check the connection is valid?
    You can check that the connection is valid by viewing the Workspace ONE Hub Services integrations card.
    • The Status tab displays applicable data.
      • Connection Status
      • Connected Time
      • Last Successful Survey Response Time
      • Number of Successful Survey responses in the last 24 hours
    • The Usage tab displays data for dashboards, automations, and reports used by the authorized Hub Services connector.
    • The Actions tab displays recent actions performed using the authorized Hub Services connector.

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 micro-survey?

To use micro-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 DEEM Solutions area, and interact with the data in the micro-survey's details view.

  1. In Workspace ONE Intelligence, go to Solutions > Digital Employee 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 (When) - Configure filters for the automation engine that trigger it to run the workflow.
      Important: The system deploys micro-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 (If) - Create an If statement to define the trigger the automation engine monitors for a state change.
    4. Action (Then) - Create a Then statement that the automation engine performs when it identifies the If statement (the trigger).
      • 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.

Micro-survey states

Micro-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.

Micro-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.

Micro-survey actions

Perform several actions on your micro-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 micro-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 Solutions > Digital Employee 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 Solutions > Digital Employee 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.

Micro-survey behaviors

Consider these behaviors when you deploy a micro-survey.

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