Overview
The Experience Index shows how consistently users can work without issues that disrupt their digital experience. It is based on a curated set of sensors that measure real user-impacting conditions, such as resource constraints, connectivity problems, and application faults, rather than compliance-oriented checks.
The Experience Index is calculated as the percentage of a user's active time that is free from issues impacting their digital experience. For example, an Experience Index of 85% means the user was impacted during 15% of their active time.
It replaces the legacy Health Scores with a sensor-driven model that focuses on real user-impacting conditions rather than fixed compliance metrics. Customers can disable sensors in the curated set and adjust how much impact each sensor contributes to the score.
IMPORTANT: The EUC Engineer workflow in Reliability Engineering is available without an agent upgrade. Support for the Experience Index and the DEX Specialist workflow is being rolled out gradually for customers who have upgraded 50% or more of their endpoints to SysTrack agent version 11.8 or later. If these features are not available after the upgrade, contact your Lakeside representative.
Watch a quick overview or read the detailed information below.
Prerequisites
Endpoints must be running SysTrack Agent version 11.8 or later to collect the data required for the Experience Index.
It takes 2-3 weeks after the upgrade to collect actionable data for the Experience Index.
To access the Experience Index in Reliability Engineering, users must belong to a group with the Next-Gen Experience enabled. For details, see Manage Group Features.
How the Experience Index Is Calculated
The Experience Index is calculated using the same time-bucket model as the legacy Health Score, but driven by sensors instead of fixed KPIs.
Concept | Description |
|---|---|
Time model | Data is recorded in 10-minute buckets. Each bucket is assessed twice (approximately every 5 minutes). |
Impact minutes | Each contributing sensor can apply 1 to 5 minutes of impact per 5-minute evaluation cycle. If multiple sensors trigger in both evaluation cycles, a 10-minute bucket can be fully impacted. |
Active time | For desktop endpoints, impact is only counted during active user time. For server endpoints, impact is counted regardless of user activity. |
Cost minutes | When raw impact minutes from multiple sensors exceed the bucket window, cost modelling normalizes the total to avoid double-counting. A 10-minute bucket cannot exceed its maximum impact. |
Where You Use the Experience Index
Currently, the Experience Index is available in Reliability Engineering only. For details, see Landing Page and Reliability Engineering.
The Experience Index Configuration
Sensor Management
To manage impact behavior, go to Configure > Sensor Configuration > Management and choose the Experience Index perspective:
Enable or disable sensors for Experience Index impact.
Set 1 to 5 minutes of impact per 5-minute evaluation cycle.
For details, see Management.
IMPORTANT: Disabling a sensor for Experience Index does not turn the sensor off. It only removes its impact contribution to the score. The sensor continues to collect data and remains available in investigative workflows.
Role- and Configuration-Based Control
Experience Index sensor settings can also be managed through Roles and Configurations: If a sensor is disabled here, it will not impact the Experience Index score for a system.
For details, see Experience Index in Roles.
Understanding Days with No Data
In the Experience Index visualizations, days with no active user time are distinguishable from days with no impact. If you see a gap or a zero-impact day, check whether the system had active minutes during that period. Desktop calculations require active user time; servers are evaluated regardless.
Troubleshooting and FAQs
Why don't instance counts match current Experience Index impact?
Instance data is supplemental and may include systems not currently contributing to impact. Prioritize using impact percentages and minutes, then use instance counts to estimate scope.
What happens if multiple sensors fire in the same bucket?
Impact is normalized by cost modeling. A 10-minute bucket cannot exceed its maximum impact; overlapping sensors are constrained to the bucket window.
Can I turn off a sensor completely?
You can hide sensors globally or disable their Experience Index contribution. Disabling for impact does not stop the sensor from collecting or appearing in investigative workflows. Hiding removes it from UI surfaces.
How should I interpret a drop when there is no active user time?
Desktop calculations apply impact only to active time. Check whether the day had active minutes. Servers are treated differently (impact is counted regardless of user activity).
What is the difference between the Experience Index and the legacy Health Score?
The legacy Health Score used 13 hardcoded, resource-driven KPIs. The Experience Index uses 7 dynamic categories driven by curated sensors that focus on real user-experience impact. Customers can configure which sensors contribute and adjust impact severity.