DEX Score metric definitions
Summarize
Summary of DEX Score metric definitions
The DEX Score metrics provide a comprehensive measurement of user experience for applications and devices within a specified time frame and location. These metrics are normalized on a 0-100 scale and are aggregated at daily, weekly, or monthly intervals. They help ServiceNow customers monitor performance, reliability, and user satisfaction effectively.
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Application Metrics
These metrics focus on installed and web applications, tracking key performance indicators such as:
- Application crashes: Counts how often an application stops functioning.
- Average DNS lookup and page load time: Measures web performance speed impacting user experience.
- Average response time: Tracks responsiveness to user requests.
- CPU and memory usage: Reflects resource consumption by applications.
- Failed web requests: Captures unsuccessful web requests to identify reliability issues.
Device Metrics
These metrics assess device health and network performance on Windows and macOS platforms, including:
- Battery health: Evaluates battery condition through capacity and cycle count.
- CPU, memory, and disk usage: Measures device resource utilization.
- WiFi receive/transmit rates and RSSI: Monitors wireless network performance and signal strength.
User Sentiment Metric
User sentiment is derived from survey ratings (scale 1-5) normalized to a 0-100 scale. Surveys are configurable based on recipient groups, methods, and timing:
- Application surveys: Sent periodically to users based on application usage.
- Device surveys: Sent biannually to device users.
Service Desk Metrics
These metrics evaluate incident management effectiveness and customer satisfaction, including:
- Customer satisfaction scores: Based on surveys after incident resolution, weighted on a normalized scale.
- Number of resolved incidents and major incidents: Tracks incident resolution volume.
- Mean time to resolve: Average time taken to close incidents.
- First assignment resolution percentage: Measures efficiency by counting incidents resolved on first assignment.
- Incident SLA breach percentage: Tracks incidents exceeding SLA time limits.
- Reopened incidents percentage: Indicates recurring issues by counting incidents reopened after closure.
- Total outages due to incidents: Calculates downtime duration caused by incidents.
Note that while the number of closed major incidents, resolved incidents, and total outage duration are important for evaluating service desk performance, they do not directly affect the experience score.
List of the base system DEX Score metric definitions.
The DEX Score metrics are calculated for a specific application or device group within a defined time range and location. Device and application metrics that are aggregated periodically at daily, weekly, or monthly intervals are normalized on a scale of 0-100. For more information, see DEX Score normalization for metric scores.
Application Metrics
| Metric | Application type | Description |
|---|---|---|
| Application crashes | Installed | The number of times an application stops functioning during the selected period. |
| Average DNS lookup | Web |
Average time taken to complete a Domain Name System (DNS) lookup during the selected period. A lower average DNS lookup contributes to faster web page loading and improved overall internet performance. |
| Average page load time | Web | Average time taken to load a page, from initiation to load completion during the selected period. |
| Average response time | Web | Average time taken to respond to user requests during the selected period. |
| CPU usage | Installed | Amount of processing power consumed by an application, measured in percentage. |
| Failed web requests | Web | Set of all requests that either return an Error Code or an HTTP 408 status code or fail to return a Success Code during the selected period. |
| Memory usage | Installed | Amount of memory or RAM consumed by an application, measured in percentage. |
Device metrics
| Metric | Operating system | Description |
|---|---|---|
| Battery health |
Windows macOS |
The battery health of a device typically measured using metrics such as battery capacity, cycle count, and impedance. |
| CPU usage |
Windows macOS |
The percentage of processing power consumed by the device. |
| Disk usage |
Windows macOS |
The proportion of the device's disk storage capacity consumed by data and applications. |
| Memory usage |
Windows macOS |
The amount of memory or RAM consumed by the device. |
| Wifi receive rate |
Windows macOS |
The speed at which a device receives data from the network. |
| Wifi RSSI | macOS | WiFi Received Signal Strength Indicator (RSSI) measures the strength of wireless signal received by a device. RSSI value is higher when close to 0. Lower negative values mean a weaker connection. |
| Wifi transmit rate |
Windows macOS |
The speed at which a device sends data to the network. |
User sentiment metric
The user sentiment metric is calculated based on survey ratings collected from application and device users. Users rate their experiences in the range of 1-5. These ratings are then normalized on a scale of 0-100 based on weightage defined in the survey calculation table. For more information, see DEX Score normalization for metric scores.
You can configure the DEX Score survey configuration to identify the recipients, methods, and timing for sending surveys. For more information, see Update DEX Score survey configuration.
| Metric | Description |
|---|---|
| Application survey | Application surveys are sent periodically to randomly selected users based on application usage. |
| Device survey | Device surveys are sent to users every six months. |
Service desk metrics
| Metric | Description |
|---|---|
| Customer satisfaction scores for incident resolved | The score for customer satisfaction surveys sent to users for resolved incidents. Scores are calculated only for those surveys that have been successfully submitted by users. Normalized values for surveys are considered and surveys with normalized values greater than zero are assigned weights on a scale of 0–100. For more information, see Normalized value for an assessment. |
| Number of resolved incidents | The number of incidents resolved or closed for an application or device group. For example, the number of Chrome application incidents resolved in the first week of July in New York. |
| Mean time to resolve an incident | The average time (in hours) taken to resolve incidents. It is calculated by averaging the differences between incident creation and resolution times for resolved incidents. |
| Number of closed major incidents | The number of major incidents resolved or closed for an application or device group. Major incidents are filtered by confirming that the Major Incident Management plugin (com.snc.incident.mim) is active and the Major incident state field on incident records is set to Accepted. |
| Percentage of first assignment resolution | This percentage is calculated by dividing the total number of first assignment resolution incidents (incidents with Reassignment count of zero in incident records) by the total number of incidents, and multiplying the result by 100. |
| Percentage of incidents that breached SLA | This percentage is calculated by dividing the number of incidents that have breached the SLA time by the total number of incidents, and multiplying the result by 100. The total number of incidents with SLA breach is the sum of incidents with the Has breached state marked as true in the Task SLA table of the incident records. |
| Percentage of reopened incidents | This percentage is calculated by dividing the number of incidents with Reopened count greater than zero in the incident records by the total number of incidents, and multiplying the result by 100. |
| Total outages due to incidents | The total duration of outages or degradation (in hours) caused by incidents. It is calculated as the sum of the durations of all outages recorded in the cmdb_ci_outage table. |