Investigate digital experience
Use score breakdowns, device lists, application stability, connectivity, hardware observations, and history to find a support opportunity.
Before you start
- Enrolled devices reporting the measurements enabled by your agent policy.
- Published DEX scores and historical observations for the views you want to compare.
Screenshots show the Rapport interface with example data. Use your organization’s devices and values. Select an image to view it at full size.
Open Experience and check coverage
Expand Insights and open Experience. Read Data coverage near the top; expand Coverage details to see how many devices, history rows, events, and alerts were loaded. This tells you the population represented by the device lists and comparisons.
What you should see: You know which devices and observations are represented before using a score to choose work.
Inspect a score and its contributing signals
Read Loaded-device score detail, then select a pillar to open its detail view. Review Contributing signals, Distribution, and Bottom 10. Select a hostname in the detail view to continue into that endpoint.
- A provisional score indicates that a full composite is not yet published.
- The score scenario shows a calculation over the loaded devices. Use Inspect these loaded devices to view the affected group.
- Use DEX by segment to compare platforms and available device-age groups. Age analysis requires purchase dates.
Choose the device that needs investigation
Use Score distribution to select a score band, or open a hostname in Lowest scores among loaded devices (up to 10). Review each device’s last contact and available score history before selecting an action.
What you should see: The endpoint’s detailed page opens; use its diagnostic and workspace controls to investigate the reported symptom.
Inspect application, network, and hardware observations
Use the section links near the top to move to the evidence relevant to the reported problem. Each panel has its own stated measurement window and coverage.
| Field or control | What to do |
|---|---|
| Application stability | Review observed application problems and the reporting devices. Open a device to connect an application signal to the employee’s symptom. |
| Slowest loaded-device boots | Compare reported boot timings and open the relevant hostname. |
| Highest control-plane latency | Review latency p95, connection failures, recorded Wi-Fi drops, and interface errors. Ranking requires at least 10 valid latency observations. Open Observation durations to inspect interface measurement coverage. |
| Hardware health | Review battery capacity, OS lifecycle, estimated speed-limited time, and uptime. The short device lists link to endpoint details; use the stated counts to understand how much of the group the list shows. |
Compare the experience history
Select Experience trend. In DEX trend, choose History window: 30, 60, or 90 days. Enable Compare pillars to show the contributing pillar lines alongside the composite.
Follow a change into supporting records
Review DEX score vs alert volume and Ticket-linked events when investigating a period of poor experience. Follow an event to its device, or use Service desk analysis for alert and ticket linkage metrics. Revisit the same device and period after a supported intervention to compare the new observations.
What you should see: Your next action is tied to a device, a measurement, and an observation period you can inspect again.
If something doesn’t work
No full DEX score or no history is shown
Check the endpoint’s enabled collection modules, current heartbeat, and available measurements. Daily history appears when devices publish complete composites. Missing measurements do not produce a usable full score.
The device table and history chart appear to disagree
Check Coverage details. Device summaries use the loaded device set; the trend is aggregated separately over measured devices. Sparse history days can be omitted, and the history window does not filter all other panels.
A network or hardware field is Unknown
Open the device and inspect collection support and observation timestamps. Some measurements require a minimum number or duration of valid observations before the product calculates a value.