Prioritizing Incidents using DEX Score

As a Service Desk Analyst, you can use the DEX Score to prioritize Incidents. A lower DEX Score in red color code indicates more issues in the user's device requiring to be prioritized higher than a DEX Score in green color which has fewer issues.

The DEX Score is calculated on the devices associated to a user. Every time the device is synced from Neurons to Neurons for ITSM, the score is recalculated and displayed in the Employee workspace list view, Employee details view, Incident list view, and the Incident details view.

This feature is available only if your Administrator has specifically configured and has imported devices from Neurons to Neurons for ITSM.

The DEX Score is rated from 0-100 and has the following color codes:

•Red - has 5 or more warning indicators.

•Yellow - has 3-4 warning indicators.

•Green - has 0-2 warning indicators.

Sample Scenario

1.Log in to Neurons for ITSM as a Service Desk Analyst.

2.Open the Incident workspace.

3.In the Incident list view, check the DEX Score column.

4.Sort the incidents by DEX Score for better insights.

5.Pick incidents that has lowest DEX Score to be addressed first since it has more issues than the others.

You can also view the DEX Score in the Incident details workspace.

1.Open the Employee workspace.

2.In the Employee list view, check the DEX Score column.

3.Sort the employees by DEX Score from lowest to highest,

This gives you a better insight into employees having the lowest scores.

You can also view the DEX Score in the Incident details workspace.