Remote Worker Experience

Contents

Remote Worker Experience

Overview

The Remote Working Experience Pack (2.0.0.0) enables you to manage the experience of your remote workforce. Whether working remotely out of choice or necessity, the digital experience of the remote worker is vital as their isolation makes them completely dependent on their digital devices. The pack gives you a readiness-assessment of your infrastructure to ensure that your employees are able to successfully stay productive and collaborate with their colleagues, whether remotely or in the office. The pack will allow IT teams to monitor, manage and report on their employees’ digital experience and by taking both technical and sentiment metrics into account, it will provide a complete employee-centric infrastructure visibility. In particular the pack focuses on the device readiness and configuration and the success of Microsoft Teams, Skype for Business and Zoom. If your organization does not use these tools, then the appropriate dashboards and metrics can be removed.

Change log

The Remote Worker Experience pack is currently being regularly updated. Please note that in version 2.0.0.0 the following changes are important:

1. The Application Category ‘Home Office – Applications’ has been removed. This category is superseded by categories for both packages and for executables for the covered applications. Please see below for the configuration of these packages. If you are upgrading from the initial release of this pack, please re-populate the new categories with any additional packages or executables you wish to cover (details further down).

2. MacOS support is added where possible. Note that not all the dashboards fully support the range of data collected with regards MacOS so take note that some dashboards may be partially Mac and Windows and some widgets just Windows.

3. Zoom is added. As with the previous version, only use what you need – if you wish to remove any of the Zoom, Skype for Business, Teams or the various Firewall or VPN apps you are more than welcome to do so. Details on this procedure are below.

Finally as with the earlier pack, take particular note that the automatic detection using the IP address uses a feature (last local IP) that is only available since version 6.24 of Nexthink and only when the collector is using TCP as its communication channel. If your environment is below this level, or still uses UDP, then please uses the manual categorization of the User class, to identify your remote employees.

Upgrade process

When upgrading a Nexthink Library Pack from one version to the next, particular care should be taken. Follow this link to read about the upgrade process from a version of a Library Pack to the next one.

Once you have read and understood this process, please return here for specific instructions regarding this pack.

Categories

If you have customized the V1.x categories, in particular the Remote Worker vs Office Worker Device category, then you may well want to keep these customizations so leave the menu option to skip during the import. This category is still used extensively in the pack. The Home Office – Applications category is no longer used in V2.x, replaced with a set of Package and Executable categories (see configuration guide). Therefore, although there will be no conflict here, this category can be removed post upgrade. If you have customized the entries in this category be sure to put the equivalent data in the relevant Package and Executable categories.

Metrics, Campaigns, Investigations, Remote Actions, Services

There are a large number of metrics that will conflict mainly due to the inclusion of MacOS in the criteria, plus the use of the new categories (mainly Readiness Assessment and Understanding Remote Landscape). You must choose Replace as the menu option for all content which will align the criteria and configuration to the new pack and use the new categories where relevant. Any customizations made will need to be re-entered.

Post Upgrade

If you have decided to upgrade V1.x to V2.x rather than remove and replace, then there are some objects which will remain in place after the upgrade which are no longer needed, these can safely be removed:

Type Name Reason
Module Remote Worker Experience Replaced by the new module
Module Remote Worker Services Replaced by the new module
Category Home Office – Applications Replaced by new categories
Metric Remote Worker Experience - Readiness Assessment - ALL Ready Users Obsolete
Metric Remote Worker Experience - Readiness Assessment - ALL Not Ready Users Obsolete
Metric Remote Worker Experience - Sentiment - Positive points Obsolete
Metric Remote Worker Experience - Sentiment - Users enjoying work remotely Obsolete
Metric Remote Worker Experience - Sentiment - Users not enjoying work remotely Obsolete


Configuration - Categories and Metrics

The pack requires some level of configuration so that it can correctly identify remote workers. These configuration steps should be set to the values relevant to your organization before using the pack so that the results are accurate. Because of the multiple possibilities in the configuration of Remote Workers it is also possible to amend metrics, this will also be covered.

User category “Remote Worker vs Office Worker”

Use this category if you wish to identify users as remote workers by assigning this manual category. To use, simply create an investigation of all users you wish to categorize as remote and set the keyword so that they are categorized as the “Remotely Connected Worker”.

Device category “Remote Worker vs Office Worker Device”

This category will categorize devices as remote based on their IP address. It works on the principle that ranges for workers that are on site (“Office Based Worker”) is defined and automatically detected, with any other address considered being remote from the environment and so defining the worker as a “Remotely Connected Worker”. To successfully use this category, please define the ranges that your organization uses when employees are present at the office, i.e. not remote. It is important that the “Last Local IP Address” subnet ranges match the IP configuration for your business. So, for example, if you use a 10.x.y.z address for your internal addressing when in the Office, ensure this is set in this category. It is pre-populated with 10.x.y.z and 172.16.y.z as these are commonly used for internal addressing when at work. TIP: you can also use “not in subnetwork” to exclude particular ranges that might be within a larger range. Please note that the automatic detection using the IP address uses a feature (last local IP) that is only available since version 6.24 of Nexthink and only when the collector is using TCP as its communication channel. If your environment is below this level, or still uses UDP, then please uses the manual categorization of the User class, to identify your remote employees. Finally note that there is no fixed reason that this method has to be used. If you wish to remove the dynamic criteria and simply statically assign a portion of your devices with this category, this will also work.

Home Office - Applications

This category no longer exists and has been removed in V2.0.0.0 this note is kept simply for understanding of what has happened. This category defines which applications should be present on a remote working device in terms of a Firewall client, VPN or Collaboration toolset before it is considered compliant and ready for remote working. It is entirely possible to customize these entries to match the requirements of your organization. The metrics in the pack use these categories for their criteria and along with the category configuration feel free to also modify metric criteria within the 'Readiness Assessment' folder if, for example, there is no VPN client check needed.

Remote Worker Readiness

This category should be configured to describe the type's of devices that remote workers will be using, using whatever criteria you wish. During the execution of the pack, in the readiness assessment dashboards, these critera are used so that only the readiness of devices which match the criteria of remote worker devices are reported on.

Collaboration Packages, Firewall / AV / Other Packages, VPN Packages

These three categories define packages that you wish to look for in the pack. The Packages should be present on a remote working before it is considered compliant and ready for remote working. It is entirely possible to customize these entries to match the requirements of your organization, the default values hold commonly used applications.

Collaboration Executables, Firewall / AV / Other Executables, VPN Executables

These three categories hold the equivalent executables for the earlier Package based categories. This is needed because although we can look for installations with categories, if we wish to list version dispersions and so forth we need to go to the executable level. Once again, full customization is possible, change the entries as you wish to match any particular executables you wish to track.

Campaigns

The pack also contains three campaigns, which can be used as wished.

Satisfaction campaign

This Campaign is intended for continuous feedback on Remote Working experience. Examine the Campaign details in terms of the title and description amending as wished. When ready, publish the Campaign. It is targeted at the Investigation 'Remote Worker Experience - Users working from home' so when published this Investigation will be evaluated and continue to be so every 10 minutes following. The Campaign is configured so that recipient will get the Campaign once every month.

Information Campaign

This Campaign is intended to update remote workers (or any targeted users) with informational updates of any sort. This could be a news update regarding a hot topic within the company, a reminder on some best practices, it really is anything you wish to put into it. When ready, publish the Campaign. It is targeted at the Investigation 'Remote Worker Experience - Safety measures audience' so when published this Investigation will be evaluated and continue to be so every 10 minutes following.

Service Outage

This campaign is particularly aimed at quickly informing people of service outages or degradations. When connected remotely it can be frustrating if services go offline, so this campaign allows the quick delivery of service status messages. The pack includes a campaign targeted for Microsoft Teams, however this can be modified to cover any service name.

Metric Modification

The metrics to track software installation and uninstallation use a particular mechanism. Within the Readiness assessment branch of the metrics you will see that the criteria are looking for the presence of either a single package or multiple packages. If it’s a single package, you can simply change the package name in the relevant category and the metric will look for the new name. if you wish to add more criteria, for example say you wish to look for the presence of five packages, the key is to add the additional criteria using the existing logic of “Package…<Category>…is…<Item>” but note that in the “and” section further down, the total number of packages you are looking for should be incremented: If you are looking for five packages, this should be updated to five and so on. This ultimately means full flexibility: for any of the categories in the pack you can have as many packages or executables you want and you can amend the metric criteria accordingly if you wish to search for more packages or executables being present before considering the device compliant.