Helpdesk

Revolutionize the Effectiveness and Efficiency of Helpdesks Supporting Windows Desktops

UXprovides a new lightweight, easily deployed, helpdesk “assistant” that accurately measures every delay experienced by a user on a Windows® Desktop and in accessing web (browser-based) apps. Harried helpdesk staff quickly can see the trouble before complaints arise, reducing disruption both to the organization as a whole and to the users potentially affected. This new approach overcomes the technical challenges and privacy concerns that have deprived organizations, until now, of the essential user experience performance data required for effective and efficient operation.

Level 0 – Automated and Self-help User Support

UXp provides dashboards and data visualizations of actual UX data to inform and empower all tiers of helpdesk support

Level 0 – Automated and Self-help User Support

UXp provides a near-realtime, digital UX intelligence feed directly into automated and self-help support systems.

Level 1 – Problem Notification, Detection and Triage Stage 1

UXp brings proactive UX problem detection capabilities, e.g. dashboards, which highlight UX issues before users log calls or raise tickets. An important additional benefit here is that this pre-emptive feature of UXp improves the productivity and enriches the jobs of Level 1 support staff. Which also means improving staff retention.

Levels 2 and 3 – Problem Investigation, Resolution and Triage, Stage 2

UXp provides dashboards and data visualizations of actual UX metrics, including UX deep-dive investigative tools, e.g., for step-by-step user session UX analysis. UXp provides user session UX histories – even if the user session lasts days, weeks or even months. This has proved invaluable in tracking down UX problems which were initiated days or weeks in the past.

Level 4 – External Support Resources

UXp provides timely and in-depth problem resolution information to external helpdesk support resources.

UXp Data Visualizations for Windows Helpdesk Support

UXp’s User Session Wireframe Replay (Figure 2) provides “deep dive” UX analysis and forensics for each user session, even if it lasts for days or weeks so that helpdesk staff and UX performance consultants can investigate and remedy the underlying desktop UX issues quickly and effectively.

UXp Assists Users and Helpdesks

When the helpdesk staff receives a report of poor or degrading desktop UX, they can ask the desktop user to execute a utility (the UX Session ID Display Utility) on their desktop which will display their unique User Session ID (Figure 3). This User Session ID is used by the support staff to immediately locate the relevant UXp user session in the User Session Wireframe Replay application.

UXp metrics record how Windows Desktops Apps and Web Apps respond to user input, revealing and quantifying periods of poor or degrading UX, as follows:

  • Application Response Times

  • Cursor Wait Times

  • Program Load Times

  • Window Not Responding Times

  • User Experience Ratings

UXp provides the complete UX history of a Windows Desktop user session log of all UX events so that UX problems can be resolved with little or no organizational disruption. UXevent logs are anonymized by default and contain a minimum of incidental information to maintain confidentiality and avoid collateral data leaks.

UXp further reduces costs by minimizing personnel disruption, speeding up problem resolution and improving overall UX, productivity, and morale.

UXp consists of Windows Server (backend) components, Windows Desktop (endpoint) components, MySQL Database, and Grafana Dashboards; it can be deployed on-premise or as a hosted service.

 

UXp is massively scalable; as many UXp servers as needed can be deployed, typically on the same LAN as the desktop users. The UXp User Session Explorer and the UXp User Session Wireframe Replay are accessed remotely, via a web browser, from the UXp server where the user session data is stored.

UXp user session wireframe replay

UXp Window Helpdesk Support – An Actual Use Case

A user complained that a Windows system had become so slow as to be virtually unusable during an attempt to print a document from a web-based application running in a Chrome browser. “Out of Memory” error messages appeared on the screen.

 

To solve this issue, a support specialist accessed the UXp User Session Explorer, using the User Session ID supplied by the user, to investigate, viewing the UXp User Session Explorer (screenshot below).

UXp user session explorer

The support specialist immediately noticed that the user had indeed experienced a period of significant delay and very poor User Experience Ratings.

 

It was also apparent that although the user reported seeing “Out of Memory” error messages, the system was not low on RAM with only one event reporting a RAM bottleneck - defined as an event where more than 80% of RAM is in use.

 

Further investigation revealed that Chrome's “Out of Memory” error messages appeared from time-to-time even when RAM is still available.

 

The user was advised to switch to the Firefox browser an action that resolved the user’s immediate problem and relieved rising frustration. Importantly, disruption was minimized because the remedial action required no further interaction with the user.

 

Guided by what UXp revealed, the support specialist then considered whether or not the Chrome browser should be relied on if the "Out of Memory" issue should reoccur.

 

Note: Window Title Text, in whatever context it can be used, significantly accelerates problem identification and remediation.

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