DEX Scores

With the expansion of remote work it is more important than ever to measure and manage the digital employee experience.

The Ivanti Neurons Digital Experience (DEX) score is calculated based on a curated set of indicators, hybrid machine learning, and statistical models. The score ranges between 0 and 100, with higher scores indicating better experiences.

DEX Scores account for three levels and four domains of analysis:

  • The three levels have a hierarchical relationship: Device, People and Organization. Device DEX Scores are the most granular DEX Score we provide, and are rolled up into the People DEX Score, and further rolled up into the Organization DEX Score.
  • The four domains establish ownerships and accountabilities: Device, Service Management, Application, and Security.

For more information on DEX and how it works, see this Ivanti blog post: Measuring Digital Experience with Artificial Intelligence.

The data DEX uses comes from Ivanti Neurons connectors and agents. The DEX Score is calculated each time a device returns an inventory scan with a DEX indicator value that has changed. A new device score is calculated only after significant changes are made to the device. The changes in the device are checked, and a new score is generated exclusively if those changes were in the specific fields that affect the score. Changes to other, non-relevant fields do not trigger a new score.

The Device view has several places where you can view DEX Scores.

You can add Score as a column in the Device view. Use DEX Score filters in the Devices view to isolate which devices are visible.

To view the DEX Score for Device

  1. Navigate to Devices and click on the desired device.
    The device details window opens on the Overview tab.
  2. Click DEX Score to display the Digital Experience Score summary section.
  3. The Digital Experience Score section contains a summary of information that is relevant to the score. Click Go to details within the Digital Experience Score summary section, which shows more information about each indicator.
  4. The Surveys section list surveys that have an effect on the DEX score. For more information about surveys, see Survey Bots.

If an indicator is detected as problematic, the DEX Score page will suggest ways to address the issue.

Device DEX Scores have the following color coding:

  • Green: 2 or fewer critical indicators, normal
  • Yellow: 3-4 critical indicators, warning
  • Red: 5 or more critical indicators, critical

The DEX Score on People pages is a combination of the DEX Scores of devices that are associated with that person and how DEX has rated their service management incidents.

Service management incidents that have not been associated with a device are part of the people level DEX Score and are visible there. If a service desk analyst has associated an incident with a device, those incidents are part of that device's DEX Score and will be visible in the device's DEX Score panel.

People DEX Scores have the following color coding:

  • Green: Average of 2 or fewer critical indicators, normal
  • Yellow: Average of 3-4 critical indicators, caution
  • Red: Average of 5 or more critical indicators, critical

Organization DEX Scores are the highest-level view, that aggregates all data from the DEX Device and People score domains.

View Organization DEX Scores on the Home page. In the Organization DEX Score section, click the , Normal, Caution, and Critical bar chart elements for a list of devices or people in each category.

Organization DEX Scores have the following color coding and values:

  • Green: Score of 61-100, normal
  • Yellow: Score of 41-60, caution
  • Red: Score of 40 or less, critical

Once configured, these Ivanti products can also show DEX Scores:

  • Add Device DEX Score to hardware assets records in Neurons for ITAM.
  • Add People DEX Score to employee records in Neurons for ITSM.

  • People Dex scores are an average of Device Dex scores of all devices owned by that person, as well as AI sentiment analysis of any service management tickets submitted by that person. People Dex scores are calculated whenever an owned Device Dex score changes, so they can be calculated at any time during the day.

  • The Organizational Dex score is calculated once a day. All customer tenants are evaluated at the same time each day. Currently, Organizational Dex score for a particular tenant cannot be triggered to be evaluated manually. The organizational Dex score is calculated by averaging all People Dex scores in the customer's tenant as well as the Dex score of any devices not owned by a person.