Overview of Experience Score in WXP Collaboration

Introduction

HP WXP Collaboration is designed to support a strong user experience with collaboration tools. Its User Experience Score feature helps you understand the quality of the user experience and take data-driven action.

The User Experience Score is calculated by a proprietary algorithm that considers multiple factors, such as average call quality metrics, average quality of meetings, number of rejoins, meeting failures, and the weighted volume of issues. The score is dynamic and will evolve as collaboration infrastructure and usage patterns evolve.

The Experience Score is available at the individual level in the users dataset. It is most valuable when viewed at scale. You can create a dashboard panel to visualize the average Experience Score over time, broken down by department or other attributes. You can also create a panel to track the Experience Score for VIP users.

While the inputs and algorithm can change over time, the following factors are considered:

• Average call quality metrics: When an individual joins a meeting or call, do they consistently experience poor connections? Metrics such as packet loss, latency, and jitter are considered in aggregate for each user.

• Average quality of meetings the user joined: This differs from the individual’s connection quality. If other participants have bandwidth issues that cause choppy audio or video, that will negatively affect the user’s experience even if the user’s own connection is good.

• Number of rejoins: Some problems cause participants to rejoin a meeting (for example, “I cannot hear you; I will drop and rejoin”). These events may not be fully captured by quality metrics. The Experience Score also accounts for expected rejoin patterns, such as breaks in very long meetings.

• Meeting failures: These are similar to rejoins but occur when the meeting itself restarts rather than a single person rejoining. For example, in a one-on-one meeting: “I cannot hear you; let us drop and I will call you right back”.

• Weighted volume of issues: The number of issues matters for power users because the impact on time and productivity scales with volume, even if average quality appears acceptable. Issues are also weighted by their impact. For example, an issue where a user cannot hear the speaker due to poor audio quality is weighted more heavily than a low frame rate on a presentation stream.

You can use these insights to identify trends, target remediation, and improve the overall quality of collaboration experiences across your organization.

Contact Us

For any assistance, Create a support case or email us at support@wxp.hp.com.