The Netskope DEM User Experience Score is designed to provide visibility into network and device performance. To ensure accurate reporting, specific data requirements must be met within the 5-minute ingestion window.
Composite Score Calculation
The Composite Score requires data from at least 2 of the 4 main sub-score categories (Device, On-Ramp, SaaS/Custom App, and Private App). If this minimum data threshold is not met, a composite score will not be generated.
| Device Data | On-Ramp Data | App Data | Private App Data | Result |
|---|---|---|---|---|
| No | No | Yes | No | Score Unavailable |
| No | Yes | No | No | Score Unavailable |
| Yes | No | No | No | Score Unavailable |
| No | No | No | Yes | Score Unavailable |
| No | No | No | No | Score Unavailable |
Device Contribution Score Requirements
Device health telemetry is foundational to your experience score. Ensure the following conditions are met to maintain accurate reporting:
- Connectivity: The Netskope Client must be online with an active Internet Security Tunnel.
- Resources: Endpoints require more than 10MB of free disk space to support telemetry collection.
- Processor Metrics: Valid CPU metrics must be available. If performance APIs fail to return data, the device score cannot be calculated.
- Compatibility: Ensure the Netskope Client is updated. For versions below 114 on Windows/macOS, specific legacy flags must be enabled in your tenant.
- Network Visibility: On Windows, hidden WiFi networks may not be detected by standard APIs, which may cause the WiFi sub-score to report as 0.
- System Language: Windows performance counters are currently English-only; localized operating systems may impact throughput metric collection.
On-Ramp / Network Contribution Score Requirements
- Connectivity: The Netskope Client must be online with an active Internet Security Tunnel.
- Data Availability: Valid Round-Trip Time (RTT) data is required from network probes. If network conditions result in dropped or deprioritized packets (e.g., ICMP/UDP), RTT values may be unavailable.
SaaS / Custom App Contribution Score Requirements
- Connectivity: The Netskope Client must be online with an active Internet Security Tunnel.
- Traffic: Traffic must be steered through a Netskope POP for inline monitored applications.
- Activity: There must be active transactions within the 5-minute window for scoring to occur.
- Configuration:
- Ensure application probes are configured in the DEM settings.
- For Enterprise tier, at least one of either App RTT or App Probe data must be present.
- Probe Health: Probe targets must be reachable and return valid responses.
General Troubleshooting for Score Availability
If you notice blank or unexpected values, keep in mind that scores are computed in 5-minute intervals. Scores can be recalculated for up to 1 hour after the initial generation to account for data delivery delays. If scores are missing, verify:
- Data delivery is within the 5-minute window.
- There are no active service outages affecting DEM.
- Network latency is not delaying the ingestion of performance data from the Netskope Client or browser extension.