Experience Scores

This article covers how an employee's experience score is calculated, and how to create custom score calculation profiles.

How the experience score is calculated

An employee's experience score starts at 10 and is reduced when the employee meets the conditions specified in a scoring profile, to a minimum of 0. A score of 10 indicates the best experience and a score of 0 indicates the worst experience.

The score calculation considers:

• The number of times a condition was met.
• The metric a condition is based on.
• The weight of a condition.

The experience score is calculated every minute, using data from the previous minute to determine which conditions an employee has met.

Scoring profiles

Score profiles let you customize how an employee's experience score is calculated depending on what application they are actively using. For example, you can calculate scores differently for an employee who is using a web browser compared to employees who are using video editing software or a communications application (Microsoft Teams or Zoom).

Scoring profiles consist of:

• A list of applications that must be actively used for the conditions within the profile to apply to an employee. Note that you can also configure a profile to apply regardless of which applications are used.
• Conditions that determine how an employee's experience score is calculated while they are actively using one of the specified applications. For example, CPU > 90%.
• Device group and device tag targets to limit the scope of the profile so that it applies only to employees using certain devices. Note that you can also configure a profile to apply to all devices.

To see your experience score profiles, go to Global Settings > Experience Score and select the Profiles tab.

Some default profiles are provided by ControlUp, indicated by the ControlUp icon next to their name. You can Clone a default profile if you want to customize it. When you clone a default profile, the original profile no longer applies until you delete the clone.

Create a new scoring profile

If you create or edit a score profile, it will affect all future score calculations. Previously calculated scores are not retroactively updated when you change your score profiles.

To create a scoring profile:

1. Go to Global Settings > Experience Score > Profiles and click Add Profile.

2. In step 1 - Name, enter a name and description for the profile.

3. In step 2 - Active Apps, optionally add active application, URL, or UCC call requirements to the profile. An employee must be using at least one of the specified apps or URLs, or be in an active UCC call to meet the profile. If you leave this section empty, then the conditions in the profile will always apply regardless of which applications an employee is using. You can select from:

   • App Groups - An app group is a selection of desktop applications or URLs that you create. If you have previously created an app group, you can select it here. Learn more about app groups.
   • Apps - Select one or more desktop applications. The dropdown list contains all applications detected in your environment that are classified as a business application in your End User Activity settings. You can add an application that isn't in the list by typing in the process name (for example, notepad.exe) and clicking Add+.
   • URLs - Select one or more URLs. The dropdown list contains all URLs visited in your environment that are classified as a business URL in your End User Activity settings. You can add a URL that isn't in the list by typing in the URL (for example, google.com) and clicking Add+.
   • UCC - If you create a profile based on an active UCC call, then an employee is eligible to meet the profile any time they are in a Microsoft Teams or Zoom call, even if the Teams or Zoom application is not currently in the foreground state. This is useful because people often use these applications in the background.
     

4. In step 3 - Conditions, set the amount by which an employee's experience score is reduced when they meet certain metric conditions. You can add multiple metric conditions. Note that all metric conditions are evaluated independently, and the effect of all conditions that an employee has met is combined to determine the overall impact on an employee's experience score. For each condition you add, configure the following options:

   • Metric - Select a metric and the threshold that must be exceeded for the condition to be met.
   • Weight - Select the amount by which an employee's experience score is reduced then they meet the conditions. A condition with a higher weight reduces the score by a greater amount.
   • Rule has a lasting effect for ... minutes - If you selected App Crashes as the metric condition, then you can enable this option. If this option is enabled and the condition is met, the experience score continues to be reduced for the duration you set. The amount by which the score is reduced decreases throughout the lasting effect duration.
     

5. In step 4 - Scope, optionally limit the scope of the profile so that it affects only certain devices. If you add device group or device tag targets, then the profile will apply only when an employee is using a device in one of the specified groups or with at least one of the specified tags. If you don't add any group or tag targets, then the profile will apply to all devices.
   

6. In step 5 - Summary, review your settings and click Create Profile.

App groups

An app group is a selection of desktop applications or URLs that you can reuse when creating scoring profiles. For example, the default app group Microsoft Office Apps contains applications in the Microsoft Office Suite.

To create an app group:

1. From the App Groups section of the Experience Score settings page, click +Add App Group.

2. Enter a Name and Description for the app group.

3. Select Apps or URLs to add apps and URLs to the app group. Note that you can add a combination of apps and URLs to a group.

   • Apps - Select one or more desktop applications. The dropdown list contains all applications detected in your environment that are classified as a business application in your End User Activity settings. You can add an application that isn't in the list by typing in the process name (for example, notepad.exe) and clicking Add+.
   • URLs - Select one or more URLs. The dropdown list contains all URLs visited in your environment that are classified as a business URL in your End User Activity settings. You can add a URL that isn't in the list by typing in the URL (for example, google.com) and clicking Add+.

4. Click Submit to save the app group.