Dashboards

It's important to measure or evaluate the way that your organization is performing in terms of your employees' Digital EXperience (DEX). This measure lets you know how good your employees day-to-day experience is of your company's IT systems, how happy they are working in your company, and how likely they are to stay with you.

In many organizations, the ability to gain insight into your DEX KPIs involves gathering data from multiple applications and departments, then analyzing and correlating it to determine if the user experience and sentiment are trending up or down. A bigger challenge is understanding if the tools and processes you have in place are improving end-user productivity.

Exec Dashboard

Exec Dashboard presents your DEX score and key metrics on a single pane of glass in an easily consumable format. It also provides data on the adoption and usage of the various platform components, so you can quickly see how it is benefiting both end-user productivity and issue resolution. When combined with a measure of employee perception of your IT department, via Sentiment surveys, you are able to quickly see trends impacting DEX across your organization.

The Exec Dashboard displays insights into the following:

• Coverage: Volumetric Data (how much is being managed/covered by 1E).
• Experience Insights: Actual Values and Trends that influence your DEX score, including employee perception of IT.

Exec Dashboard is an overview page in the 1E Platform, mainly aimed at CIO executives, showing the benefits that 1E provides and highlighting how the company has been performing in terms of DEX over the past few months.

For example, the CIO wants to ensure that their IT department is supporting the business goals of the company. Using the information displayed in the Exec Dashboard, the CIO delegates tasks to IT managers to focus on high-level IT strategy and growth. The dashboard provides them with a focused set of charts without overwhelming them with detail, so they can initiate the right conversations with their IT team.

The Exec Dashboard includes the following:

Summary tiles

Each tile displays a number that indicates:

• Total Operations: The total number of issues that were resolved during the selected calendar month by manual actions, automated policy fixes (resolved using Endpoint Automation policies), ITSM actions (service desk tickets), actions (requested using the Virtual Assistant chatbot), and other self-service requests made by end users.

• Tachyon Managed Devices: The number of devices where the installed 1E Client has contacted 1E Platform during the selected calendar month.

• IT Operations: The number of issues resolved by manual actions and automated policy fixes (resolved via Endpoint Automation Policies).

• Employee Requests: The number of issues resolved by ITSM actions, Virtual Assistant actions, and other self-service requests made by end users.

The CIO can view details about Monthly Operations by clicking on the blue graphic on the Total Operations, IT Operations, or Employee Requests. The CIO can view platform-managed devices by clicking the same graphic on the Tachyon Managed Devices tile.

DEX Scores

You can use this as an indicator of how well your IT systems are working for your end users.

• A summary chart: Showing the Experience Analytics related overall DEX score and individual Stability, Performance, Responsiveness, and Sentiment scores during the selected calendar month.

• Score Trend: DEX: A chart plotting the overall daily DEX scores during the selected calendar month.

The CIO can view details using What's Changed in DEX. This displays a drawer showing the top 10 largest deltas, up or down for Experience metrics that have changed during the selected calendar month.

Perception of IT

A tile that shows the feedback given by end users about their experience of IT services. It consists of averaged responses to the Perception Of IT sentiment survey.

• The total average of all the responses during the selected calendar month as it falls into one of the Very Good, Good, Average, Poor, and Very Poor response ranges.

• A donut chart showing the average scores per user according to which of the five response ranges each user's average falls within, and plotted as a percentage of the total number of users that responded.

The CIO can view details about the survey responses by clicking on the Detailed View link.

Operations

A bar chart showing, for each day in the selected calendar month, three bars that represent the Actions, Policy Fixes, and ITSM, Virtual Assistant & Self-service operations that took place on that day.