Thresholds and Workflows

Control thresholds for your Experience Management for Horizon data and find examples of how to use Freestyle workflows to remediate poor employee experiences.

Note: Check out the Virtual Experience topic for the most current information on Experience Management for Horizon dashboards. The Virtual Experience dashboard has replaced the Virtual tab in the Experience Score area.

How do you control thresholds for Horizon telemetry?

You can control the system's tolerance when calculating experience scores by tuning Thresholds.

Notes:

• After you change a threshold, wait at most four hours for the system to calculate the new, incoming data with the edited threshold values.
• The new threshold values do not impact the scores the system has previously calculated.

Procedure

1. In Intelligence, go to Workspace > Experience Management > Experience Score.
2. Select Thresholds in the top right of the UI and then select the Experience Score Thresholds tab.
3. To view applicable experience data, select the Virtual Session, Horizon App, and Horizon Infrastructure filters.
4. You can customize the experience score thresholds by entering values directly in the value boxes above the green, yellow, and red threshold bars.

Using workflows (Freestyle)

You can trigger workflows for your Experience Management for Horizon environment using the Intelligence > Horizon Experience attributes as the data sources.

Case 1: Alert for poor Horizon Organization Experience Score

Send an email or Slack alert or trigger a ServiceNow ticket when the system identifies that an organization's experience is Poor.

1. In Intelligence, go to Workspace > Freestyle > General and select Add Workflow.
2. Select Intelligence as the Data Source, and then select Horizon Organization Experience Score.
3. Select Automatic as the Trigger Settings.
4. Complete the Trigger Rules.
   • Select the attribute Horizon Organization Experience Score > Organization Experience Numeric Score (Normalized).
   • Select Equals as the operator.
   • Select Poor as the value.
     
5. Drag and drop the Action button below the Workflow Settings.
6. Select Intelligence > Send Email, and then select Add Action. Other options include to use Slack Web API or ServiceNow actions if you have integrated these services with Intelligence.
7. Enter the email information for the admin you want to receive notifications about poor experience scores.
8. Save the workflow.
9. Select Enable Workflow to start using the workflow on incoming data or you can wait to activate the workflow later. The system executes the workflow when incoming events match the trigger rule.

Case 2: Alert for poor Logon Experience

You can use workflows to proactively track Horizon session, logon performance for users to identify wide-spread issues that impact performance and the user experience.

1. In Intelligence, go to Workspace > Freestyle > General and select Add Workflow.
2. Select Intelligence as the Data Source, and then select Horizon Organization Experience Score Snapshot.
3. Select Automatic as the Trigger Settings.
4. Complete the Trigger Rules.
   • Select the attribute Horizon Organization Experience Score Snapshot > New Sessions With Poor Logon Score Percentage.
   • Select Greater than or equal to as the operator.
   • Enter 30 as the value to represent new sessions with poor logon score percentages of 30%.
     
5. Drag and drop the Action button below the Workflow Settings.
6. Select Intelligence > Send Email, and then select Add Action. Other options include to use Slack Web API or ServiceNow actions if you have integrated these services with Intelligence.
7. Enter the email information for the admin you want to receive notifications about poor user experiences.
8. Save the workflow.
9. Select Enable Workflow to start using the workflow on incoming data or you can wait to activate the workflow later. The system executes the workflow when incoming events match the trigger rule.