Introduction
The Digital Experience scoring model now provides a more accurate view of the end-user experience by measuring the impact of high-severity issues based on their incidence rate and impact on productivity.
The Digital Experience scoring model measures the impact of issues on the end-user experience. Scores reflect the frequency and severity of issues and their impact on user productivity.
Scaled deductions: Deductions increase based on the frequency and severity of event-based and time-dependent issues. For example, 50 BSODs result in a higher deduction than 5 BSODs.
Issue weightings: Issue weightings reflect their impact on the Digital Experience score.
OS Performance: Measures operating system performance and reliability.
Experience Score charts: Show the distribution of devices across Great, Fair, and Poor categories.
Fleet-level score: Calculates the score across the fleet.
Recommended Actions: Sorts recommendations by impact and shows the relevant score category.
BSOD Troubleshooter: Provides access to BSOD Dashboard analysis.
Application Score drill-down: Supports filtering by application version and crash or hang data.
Note: Changes to the scoring model affect current and future score calculations. Historical scores in trend charts remain unchanged.
Known Issues: Application Score charts and filters (Workforce Experience only) do not support drilldown by rating. Fix planned for future release.
System Health Score
The System Health score provides the overall System Health Score for the fleet, based on underlying hardware performance indicators.
For additional information, refer to the KB - System Health.
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
The OS Performance score provides a high-level overview of operating system stability across the device fleet.
For additional information, refer to the KB - OS Performance.
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
This Security score provides an overview of the security health across your device fleet.
For additional information, refer to the KB - Security Report.
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
The Application score provides an overall health score based on application crash and freeze incidents.
For additional information refer to the KB - Application Experience.
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 since the device was online. |
Consolidated Experience Score
The Experience Score is a single number (0–100), refreshed daily.
Weighting model:
Component | With Sentiment | Without Sentiment |
|---|---|---|
Sentiment | 40% | - |
System Health | 15% | 28% |
OS Performance | 10% | 18% |
Security | 10% | 18% |
Applications | 20% | 36% |
Note: The Sentiment Score reflects employee feedback collected through Sentiment Pulses. Unlike other Digital Experience score components, which can include multiple system indicators, the Sentiment Score is based on responses to the Sentiment survey.
For additional information about Sentiment Pulses, refer to the KB - Creating and managing Sentiment Pulses.
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.
Contact Us
For any assistance, create a support case or email support@wxp.hp.com.