Experience Score Overview
Experience Score is a composite metric which grades the overall digital experience of individual tests or groups of tests on a scale of 0-100. Its purpose is to provide a quick, intuitive summary of the impact of test performance on user experience across different test types. When viewed in a Custom Dashboard using the Gauge Visualization, Experience Scores can be shown for individual tests, or they can be aggregated in various ways, such as by Folder, Geography, Label, etc.
How Experience Score is Calculated
Experience Score is calculated by two different methods, depending on the test type, as explained below.
Ping and Traceroute Tests
The Experience Score for Ping and Traceroute tests is generated using the Packet Loss and Latency (Ping Round Trip) metrics.
First, we calculate two values, Packet Loss Score and Latency Score, as follows:
Packet Loss Score is determined by inverting the percent value of the Packet Loss metric (i.e. subtracting it from 100).
Packet Loss = 0% ⇒ Packet Loss Score = 100
Packet Loss = 20% ⇒ Packet Loss Score = 80
Packet Loss = 65% ⇒ Packet Loss Score = 35
Latency Score is determined from the Ping Round Trip (ms) metric as follows:
Ping RTT < 20ms ⇒ Latency Score = 100
20ms ≤ Ping RTT ≤ 100ms ⇒ Latency Score scales linearly from 100 to 0
Ping RTT > 100ms ⇒ Latency Score = 0
Test Experience Score is calculated by averaging Packet Loss Score and Latency Score, giving Packet Loss Score double weighting as per this equation:
Test Experience Score = ( 2x Packet Loss Score + Latency Score ) / 3
All Other Test Types
For all other test types, Experience Score = Apdex * 100. Apdex is an industry-standard performance index. It is calculated by applying thresholds to key performance-related metrics to determine whether a user is likely to be satisfied, tolerating, or frustrated with the user experience. Catchpoint tests have pre-set values for these thresholds, but you can custom-configure them to your needs.
For full details on Apdex, see: What is Apdex and how to use it? (catchpoint.com) and http://www.apdex.org/