Introduction
HP released major updates to the Digital Experience scoring model on October 10, 2024. This release introduced extensive improvements to more precisely measure the impact of high-severity issues, especially those whose severity varies based on incidence rate or time impact on end-user productivity.
Overview of Model Improvements
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Scaled deductions for event-based and time-dependent issues:
- Previous model: Capped deductions regardless of issue frequency.
- New model: Deductions scale with event frequency and severity.
- Example: 50 BSODs now result in higher deductions than 5 BSODs.
-
Adjusted issue weightings based on customer feedback.
-
OS & System Reliability score is now OS Performance.
Customer Impact
- Score changes may be noticed by customers due to scaled deductions.
- No change to historical score data in trend charts.
Other Improvements
- Removed subscore averaging: Highlights performance gaps in individual categories.
- Improved Experience Score charts: Shows device distribution across Great, Fair, Poor.
- Fleet Level Score calculation: Removed "Devices Score" category for clarity.
- Recommended Actions layout: Sorted by impact, shows relevant score category.
- BSOD Troubleshooter: Links directly to BSOD Dashboard analysis.
- Application Score drilldown: Filter by app versions and crash/hang data.
Known Issues
- Application Score charts and filters (Workforce Experience only) do not support drilldown by rating. Fix planned for future release.
System Health Score
| System Indicator | Recommended Action | Score Model | Time Scale Measure |
|---|---|---|---|
| GPU | Address GPU health issue | High severity: -40, Medium severity: -20 | Last 30 days |
| Disk | Replace disk | Disk failure risk: -50 | Most recent data |
| Fan Speed | Investigate high fan speed | Avg speed < 90% (2 days): -40 | Last 2 days |
| Battery Replacement | Replace batteries | Battery < 50% capacity: -35 | Most recent data |
| Minor Battery Wear | Address battery wear | Wear detected: -15 | Most recent data |
| Battery Calibration | Calibrate battery | Needs calibration: -10 | Most recent data |
OS Performance Score
| System Indicator | Recommended Action | Score Model | Time Scale Measure |
|---|---|---|---|
| Outdated BIOS | Install BIOS updates | Critical: -15, Non-critical: -10 | Most recent data |
| Last Reboot time | Reboot device | Not restarted in 21 days: -10 | Most recent data |
| Missing Windows Updates | Install missing updates | One or more missing: -20 | Most recent data |
| Docking Station Firmware | Update firmware | Outdated: -15 | Most recent data |
| Memory Utilization | Investigate memory usage | 51–85%: -0 to -20, 86–100%: -20 to -40 | 30-day average |
| Disk Utilization | Free up space | 71–89%: -1 to -10, 90–95%: -11 to -20, 96–100%: -21 to -40 | Most recent data |
| BSOD | Resolve BSODs | 1–2 events: -13 each, >2: -25 each | Last 7 days |
| Critical Drivers | Update drivers | Missing critical update: -20 | Most recent data |
| Software Errors | Fix app crashes/hangs | 1–3: -2.5 each, 4–10: -5 each, >10: -10 each | Last 7 days |
| Startup Time | Improve boot time | 2–3 min: -0 to -10, 3–5 min: -10 to -20, 5–10 min: -20 to -30, >10 min: -30 | Most recent data |
| CPU Utilization | Investigate high CPU | 26–50%: -0 to -10, 60–100%: -10 to -40 | 30-day average |
| Shutdown Time | Improve shutdown time | 2–3 min: -0 to -5, 3–5 min: -5 to -10, 5–10 min: -10 to -20, >10 min: -20 | Most recent data |
| OS Crashes | Resolve crashes | 1–2 events: -13 each, >2: -25 each | Last 7 days |
| Dock Power Status (Failed) | Fix adapter failure | AC_ADAPTER_FAILED: -15 | Most recent data |
| Dock Power Status (Reduced) | Improve adapter performance | AC_ADAPTER_RUNNING_REDUCED_PERFORMANCE: -15 | Most recent data |
| Logon Time | Improve login time | 10–20s: -0 to -5, 20–30s: -5 to -10, 30–40s: -10 to -15 | Last 7 days average |
Security Score
| System Indicator | Recommended Action | Score Model | Time Scale Measure |
|---|---|---|---|
| Encryption | Enable BitLocker | Not enabled: -40% | Most recent data |
| Missing Security Updates | Install security updates | More than one missing: -25 | Most recent data |
| Firewall | Enable Firewall | Disabled: -40 | Most recent data |
| Secure Boot | Enable Secure Boot | Disabled: -25 | Most recent data |
| AV Signature Status | Update AV signatures | Outdated: -25 | Most recent data |
| FW Signature Status | Update Firewall signatures | Outdated: -25 | Most recent data |
| Antivirus | Enable AV software | Disabled third-party AV: -40 | Most recent data |
| Microsoft Defender Status | Enable Defender | Disabled: -40 | Most recent data |
| Defender Signature Status | Update Defender signatures | Outdated: -25 | Most recent data |
Application Score (Workforce Experience Beta Only)
| System Indicator | Recommended Action | Score Model | Time Scale Measure |
|---|---|---|---|
| Application hangs/crashes | N/A | 1–3: -2.5 each, 4–10: -5 each, >10: -10 each | Last 7 days |
Consolidated Experience Score
The Experience Score is a single number (0–100), refreshed daily.
Weighting model:
| Component | With Sentiment | Without Sentiment |
|---|---|---|
| Sentiment | 45% | - |
| System Health | 15% | 28% |
| OS Performance | 10% | 18% |
| Security | 10% | 18% |
| Applications | 20% | 36% |
FAQs
Q: Will the rollout affect my scores?
A: Yes, some scores may increase or decrease. Historical data remains unchanged.
Q: How often are Experience scores updated?
A: Daily.
Q: How often are fleet-level charts updated?
A: Daily.
Q: Can I exclude specific issues from the score calculation?
A: Yes. Go to Settings > Preferences > Fleet Score Preferences.
Q: Can I customize score deductions or thresholds?
A: No, only exclusions are supported.
Q: What is the Benchmark score?
A: A global average across all tenant devices in Workforce Experience Platform.
Q: Can I select apps for Application Score?
A: No, but you can use filters in the dashboard.
Q: How do Proactive Insights customers access Application Score?
A: This feature is exclusive to Workforce Experience Beta.
Q: When are new device scores calculated?
A: Within 1 day, depending on required data history.
Q: Can a device have a negative score?
A: No, the minimum is 0.
Related Resources
For additional information, refer to the following articles:
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