Henri Koelewijn With the most recent update to the ControlUp ONE DEX platform, we introduce significant improvements to our employee dashboards, focusing on the Employee Details View. This release streamlines IT troubleshooting with a new flow designed to reduce resolution times and decrease ticket escalations. It consists of three new features:
- Our new Experience Insights blade
- (Re)introduction of the Virtual Expert
- Remote Assistance enhancement
Why This Matters?
When an employee calls for support, the best-case scenario is for their issue to be resolved with Level 1 IT technicians. This improves employee satisfaction, speeds remediation, and boosts productivity. For the support team, it’s most effective to begin by understanding the end-user experience, rather than looking only at device metrics. The newest updates to the Employee Details View were designed to consolidate all experience events in one place, providing a complete picture of recent activity to simplify problem solving and enable employee-centric IT support.
Better Insights for an Empowered IT Team—All in a Simple, Three-Step Troubleshooting Flow
Within the Employee Details View, you can now activate the Experience Insights blade by clicking on a Poor or Fair experience score. The blade will then slide over the screen from right to left. The troubleshooting flow from Employee Details view blade is structured around our familiar three-step process: Collect, Connect, and Correct. Let’s take a closer look at how this can help you reduce ticket times and improve employee productivity.
Collect: Consolidated Event Data
When you activate the blade to investigate a degraded end- user experience, the first pane on the left shows a single, interactive timeline of all recent experience. This consolidated view brings together everything—from application crashes and performance alerts, to threshold breaches, and troubleshooting and remediation scripts run on the device. This provides a comprehensive picture of the user’s recent activity.
Connect: Root Cause Analysis
Next, the blade on the upper right helps you connect the dots to pinpoint the root cause of an issue. When you select an event from the timeline, the second pane provides critical context. This includes technical details about the event, such as the faulting modules for an application crash, and indicates whether the issue is impacting the employee.
Correct: Guided and Automated Remediation
The final step is to fix the issue using our new Virtual Expert feature on the lower right. Based on the specific event you select, Virtual Expert presents a set of predefined actions to resolve the problem. This feature enables L1 support engineers to handle more issues directly, reducing the need for ticket escalations.
These customizable actions fall into three categories:
- Guidance: Display custom, step-by-step troubleshooting instructions for the support engineer.
- Navigation: Provide a direct hyperlink to an external resource (like a vendor’s “known issues” page) or to another location within the product.
- Automation: Execute a script to perform corrective actions, such as terminating a process that is causing a high CPU load. The results are visible in near real-time on the dashboard.
Enhancements to Remote Assistance—New UI and ChromeOS Remote Control and Actions
When all else fails and hands-on troubleshooting is required, ControlUp provides robust remote control features to assist users that are easily accessible from the Employee View menu. With this update, ControlUp remote control is now compatible with Chrome OS, in addition to Windows, macOS, and Linux. From the blade, you can simply run scripts or launch a secure remote control session.
(Note: To launch a remote control session for ChromeOS, you must also have a ChromeOS administrator console account.)
Key Takeaways
By centralizing data and providing direct paths to remediation, the new Experience Insights blade design, Virtual Expert for remediation, and Chrome OS support, equips your support teams with the context, tools, and automation to resolve issues more efficiently. These enhancements are designed to improve first-call resolution rates and get employees back to work faster.
To learn more, watch this short overview video or visit the ControlUp for Desktops product page.