Using Experience

In this lab we will learn how to configure and use Experience. In Experience we think about 3 personas, they are:

End User Computing Manager (EUC Manager)
Level 3 Helpdesk Analyst – An Escalation Engineer typically working on wide spread issues and proactive maintenance
Level 1/Level 2 Helpdesk

Working with Experience - EUC Manager

As mentioned at the beginning we have 3 Personas in play within Experience in the following tasks we will take a look at how the EUC Manager may use Experience

Using Experience as the EUC Manager

In this use case the EUC Manager, logs on in the morning and is going to look at the performance of the devices on the estate, as we recently deployed some new software and she wants to see what if any effect this is having

1. Log on as Manager1 and open the Tachyon Portal (if not already open)
2. Once open Click on Experience, and on the overview page, on the Experience - Latest Grading tile Click on the machines reporting as Good (in our environment, we do have limited data, so the majority of our devices are good or better)
3. From here click on the Performance - Latest Grading tile on the machines reporting as Good

Creating Surveys - EUC Manager

In this section our EUC Manager will create surveys to find out what her users think of the log on experience, as there have been rumours of slow network performance, no evidence can be found in experience so she wants to know who if anyone is willing to report an issue. and to gain information on how users feel about Working from home.

We recommend that the Responses must be closely linked with the Question text and you will likely need to adjust both before you get a suitable fit that is obvious, simple and effective.

For User Sentiment Surveys, you can choose a range of 3 or 5 responses and they can be displayed with several sets of icons or just numbers. You can't change the text of the Responses or the order. Limiting the Responses in this way enables the Survey to be measured consistently and contribute to the Sentiment score and ultimately forms a part of the overall Experience score.

General Purpose Surveys let you choose a greater range, edit the response text and select from a wider palette of colors and icons. But, because of that flexibility, they cannot be measured consistently and therefore cannot contribute towards the Sentiment score and have no bearing on the overall Experience score.

The Allow free text entry checkbox gives the end-users the opportunity to qualify their responses by typing in any text they feel would help clarify their choice. This does not contribute towards the score but can be invaluable in helping you to interpret the results of the Survey. In our scenario the EUC manager chooses to let the responses speak for themselves and leaves the box unchecked.

Create a User Sentiment Survey

6. Log on as Manager1 and open the Tachyon Portal (if not already open)
7. Once open Click on Experience, and on the Surveys page, Note as there are no surveys currently only the New Survey button is enabled, Click New Survey
8. The New Survey screen is displayed, opening by default on User Sentiment we will create both types of survey starting with User Sentiment

Note there are two types of Survey:

• User Sentiment surveys - these have well-defined responses that contribute to the overall Sentiment score

• General Purpose surveys - these can be customized to a greater extent than the User Sentiment surveys, but do not contribute to the overall Sentiment score

9. Enter User Sentiment - Network Performance Survey in the Name field (Note in the right Survey Summary panel the Name is now completed)
10. Enter in the Question field: How would you rate your network connection?
11. Add a description: We've recently made some improvements to the company network, and wanted to get your feedback on how it's performing for you.
12. In the Use template drop list, choose each option in turn and see how the Response options change. Select Visual Rating 5 
13. In the Schedule choose to have this prompt every day, 
14. Click Save (if any errors or omissions are made there will be an error message in the Survey Summary stating what is wrong)
15. The Survey is now listed on the Surveys screen
Note that by default a User Survey the Management Groups parameter is set to All Devices, when deployed this will go to all devices

Enable and Deploy the Survey

Initially after having saved a new Survey it will not be enabled. Before it can be deployed it must first be enabled, so providing an additional gateway that prevents the Survey being sent out too soon before it's ready

16. Check the checkbox to the left of the new survey, the Enable Selection button is now enabled Click this
17. Click Yes on the popup to confirm the operation
18. Click Deploy. A Policies Deployment popup appears that shows the changes that will be deployed when the Yes button is clicked, read the information and click Yes
The Deploy button will send out any changes to the states of the Surveys - meaning you can also use it to set previously deployed Surveys to not Enabled, thereby preventing further responses without completely deleting the Survey, or you can delete Surveys when they are no longer needed. You should be aware that the Deploy button will also send any other Experience Survey administrator's changes as well as any pending Guaranteed State changes.

Monitoring the new Survey

Now that a Survey exists, and has been deployed. we will monitor the responses

19. Click on the Network Performance Survey link in the Name column
20. The Responses page for that survey is now displayed, it will be empty as no users have yet responded

Respond to a Survey

When the 1E Client installs on a network device it also adds a system tray icon. Initially this may be hidden, but may be dragged onto the system tray to make it always visible. When an end-user clicks on the icon they will see any Surveys that have been deployed to the device.

21. Log onto 1ETRNW73 as Tachyon_Adming
22. In the system tray click on the Tachyon icon, (this is similar to that displayed for the Explorer application) floating over it displays the text Provide feedback to IT
23. Click to give feedback on the Network Performance Survey, give poor feedback
24. Repeat the above on two other machines giving positive feedback

View Responses

25. Return to 1ETRNW102 and look at the Responses page, it may take a few minutes for responses to appear
After a number of responses have been made a clearer picture of the current user sentiment emerges. Here the EUC manager can see that overall the responses have been positive. There is a response though that might merit some additional investigation.
26. Now the current set of responses are in, click on the Experience→Users page to view how Experience has rated their scores across a range of measurements. Notice that one of the users, Tachyon_Adming, has an exclamation mark showing in the User Sentiment column. 
27. Clicking on the Username link for a user navigates to a page that displays information related solely to that user. Click on the link to view the page for Tachyon_Adming. A number of details related to the user are displayed, the Metrics tab and the User Sentiment score are of interest here - particularly the exclamation mark displayed.
28. Clicking on the Sentiment tab displays the history of Survey responses made by the user. For Tachyon_Adming their response to the How would you rate your network connection? Survey was to rate it as negative. This is an interesting outlier for the Survey responses and warrants further investigation, especially given that the other Experience scores for this user are coming back as good.
The EUC manager could click on the User's email and request some clarification directly. Perhaps there was some other cause for the Very Poor rating, such as an accidental response - or perhaps there were other environmental issues that haven't yet come to light. Nonetheless, the manager has been able to investigate the response and is empowered to do something to resolve the user's issue.

Adding the new Survey to the Sentiment page

Now that the EUC manager has seen that the Survey is returning the type of information that helps assess how the network changes are affecting users, they would like to have those results figure more prominently and be easier to access. To do this they can add a tile for the Survey to the Sentiment page. By default, the Sentiment page just shows the User sentiment - Latest Score tile, so there's plenty of space available for you to add your own User Sentiment Survey tiles.

29. Return to 1ETRNW102 and navigate to the Sentiment page. Click on the Edit Layout button
30. The Sentiment Edit mode opens, you can see the tiles already displayed and the Available Metrics. Place the Network Performance Survey on the screen in a position of your choice
31. Click Save Layout to apply the changes
32. Confirm the layout is as you set. Remember if the screen is refreshed the changes will be lost, to make the changes persist we need to save the layout as a Preset
33. Click on the star button in the page header (we looked at this earlier in this Exercise)
34. In the Presets popup name the Preset: Network Performance Results and click Save
35. The preset is added to the page, but will disappear when the screen is refreshed, but can be re added by clicking on the Network Performance preset, do this now and confirm the Preset is restored

Create a General Purpose Survey

In this scenario the IT team want to make improvements to the way they provide their IT services, and they want to get some feedback from their users to see how they are currently resolving issues. The EUC Manager uses Experience to create and send a one-off survey to the users asking about how they currently resolve issues with IT. The users will have a week to choose to respond.

36. Once open Click on Experience, and on the Surveys page, Note there is one survey currently listed and now the New Survey, Clone Survey, Delete Selection, Enable Selection, and Assign Mgmt Grp buttons are enabled, Click New Survey
37. The New Survey screen is displayed, opening by default on User Sentiment select General Survery
The Name for a General Purpose Survey is not stored as a metric that Experience can then report on. The Name must be unique amongst all the Survey Names that have been defined for Experience but does not have to avoid other Metric names. For example, unlike User Sentiment Surveys, Network on its own could be used as the Name for a General Purpose Survey, even though this is already a metric that Experience reports on. It is best to choose a good name for the Survey that reflects the type of question being asked,
38. Enter General Purpose - Preferred IT Resolution in the Name field (Note in the right Survey Summary panel the Name is now completed)
39. Enter in the Question field: What is your preferred way of resolving IT issues? 
40. Add a description: We're looking at how we can improve the way we provide support. You can help by letting us know what your preferred method of resolving IT issues is.
41. In the Use template drop list, choose each option in turn and see how the Response options change. Select Numeric Rating 5
42. Edit the text next to each response to be:




Internet search
Ask a colleague
Use the support chatbot
Contact the support helpline
Other (please provide details)

To support the last option check the Allow free text entry checkbox.




43. In the Schedule choose a deadline one week from today, 
44. Click Save (if any errors or omissions are made there will be an error message in the Survey Summary stating what is wrong)
45. The Survey is now listed on the Surveys screen
User Sentiment Surveys default to the All Devices Management Group, so they always have a target. General Purpose Surveys don't have a default Management Group, so one must be assigned before the Survey can be enabled and then deployed.
46. Select the Survey and then click the Assign Mgmt Grp button
47. The Assign Management Groups popup subsequently displayed, type All into the search field and then select All Devices from the list of matching Management Groups. This gets added to the New Management Groups field.
48. Click Save to assign the Management Group.

Enable and Deploy the Survey

49. Check the checkbox to the left of the new survey, the Enable Selection button is now enabled Click this
50. Click Yes on the popup to confirm the operation
51. Click Deploy. A Policies Deployment popup appears that shows the changes that will be deployed when the Yes button is clicked, read the information and click Yes
The Deploy button will send out any changes to the states of the Surveys - meaning you can also use it to set previously deployed Surveys to not Enabled, thereby preventing further responses without completely deleting the Survey, or you can delete Surveys when they are no longer needed. You should be aware that the Deploy button will also send any other Experience Survey administrator's changes as well as any pending Guaranteed State changes.

Monitoring the new Survey

Now that the Survey exists, and has been deployed. we will monitor the responses

52. Click on the Preferred IT Resolution link in the Name column
53. The Responses page for that survey is now displayed, it will be empty as no users have yet responded

Respond to a Survey

When the 1E Client installs on a network device it also adds a system tray icon. Initially this may be hidden, but may be dragged onto the system tray to make it always visible. When an end-user clicks on the icon they will see any User Sentiment Surveys that have been deployed to the device.  General Purpose Surveys are slightly different in that they don't appear in the list of available Surveys. For General Purpose Surveys the end-user must wait until they appear.

When does the survey appear?

To minimize the disruption to the end-user of having a survey popup when they're busy using the computer for other things, the 1E Client has a bunch of heuristics that govern when the notifications appear. These measure and compare things like: whether the user is currently interacting with the device, how long it has been since they stopped interacting with the device, how long the notifications should wait before re-displaying if the user didn't respond to the last time it was displayed. These various options interact to essentially display the notification in the sweet spot between the user not actively doing something and the user having left their device.

General Purpose Surveys also provide an option to Dismiss, which means that they don't want to answer the Survey at all, or click Later, which means that they don't want to be bothered just at this moment but may respond when the notification is next displayed.

54. Log onto 1ETRNW73 as Tachyon_Adming
55. Wait for the survey to appear, give other feedback and add detail, (the submit button is not enabled until a selection is made)
56. Click Submit
57. Repeat the above on two other machines giving different feedback
We will not look at Dismiss or Later due to the length of time available in the exercise

View Responses

58. Return to 1ETRNW102 and look at the Responses page, it may take a few minutes for responses to appear
After a number of responses have been made a clearer picture emerges. Here the EUC manager can see the responses. And from the information on a large enough sample can base a decision on what improvements could be made to the IT department.
This is not a Sentiment survey and so cannot be added to the Sentiment page

Do not disturb...

Sometimes your end-users want to be left undisturbed by Survey notifications. They may be concentrating on a tricky piece of work or using their device to present to an audience and the last thing they want is a Survey notification to popup unexpectedly. In these cases the end-user can interact with the Experience notification icon to temporarily suspend notifications from appearing.

59. Log onto 1ETRNW73 as Tachyon_Adming
60. Right-click on the Experience notification icon to display the Do not disturb... option
61. In the Do not disturb popup select the behavior they want to set.




The options available are:

Option	Description
Off	Sets the Do not disturb feature to off. Notifications will appear as normal.
Pause for 30 minutes, 1 hour, 3 hours	Set the Do not disturb feature to on for the selected time period. Notifications will not appear during the selected period, 30 minutes, 1 hour or 3 hours. After that time notifications will appear as normal.
On (pause until I sign out or restart)	Set the Do not disturb feature to on until the end-user signs out or restarts their device.

62. Select On, after selecting one of the options that turns the Do not disturb feature to on, the notification icon will change to indicate that notifications will not appear.

Lab Summary

In this lab we looked at the Experience Application.  We have seen how Surveys can be created and responses viewed.

Next Page

Ex 3 - Tachyon v5.2 - Using - Using Experience - Level 1/2 Operators