IMPORTANT: For existing customers, 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 to environments that 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.
When you start working in Reliability Engineering, your first step is to decide which issue to investigate.
How you do this depends on your role. Each role provides a different starting point, but both lead to selecting a sensor for investigation:
If you are an EUC Engineer and you need to identify and prioritize issues across the environment, see Find Issues from System Signals (EUC Engineer).
If you are a DEX Specialist and you need to identify issues that have the greatest impact on user experience, see Find Issues from Experience Index (DEX Specialist).
In addition to identifying new issues, you can continue working on problems that are already in progress (see Continue Working on Existing Problems).
TIP: If the Next-Gen SysTrack Experience landing page is available (see Landing Page), you can start your workflow from there.
Find Issues from System Signals (EUC Engineer)
Watch a quick overview or read the detailed information below.
Review Available Signals
On the Reliability Engineering home page, review the following signals:
Notifications: Predefined alerts for known high-priority issues. These allow you to respond quickly to conditions your team monitors proactively. Click a notification card to open its details in Prevent (see Notifications). When you resolve or dismiss a notification in Prevent, it is removed from the Reliability Engineering view. If the related sensor triggers again, the notification reappears.
Anomalies: Indicators of unusual behavior across the environment. These highlight emerging issues that do not yet have defined alerts. Only active anomalies are shown and are sorted newest first. Click an anomaly card to open its details in Prevent (see Anomalies).
NOTE: Anomalies are available only with a SysTrack AI license. If you do not have SysTrack AI, the Anomalies tab is not displayed. Contact your sales representative for licensing information.
Sensors: Indicators of issues affecting systems. Sensors provide the most complete view of active problems in your environment. Sensors are sorted by their impact, severity and trend in the environment. The number next to the heading is the number of unique sensor and instance combinations.
Experience Index: It provides additional, high-level context about overall user experience. It measures the percentage of time users are not impacted by issues. For details, see Experience Index. If the Experience Index feature is not available in your environment, the widget is called Health Score and uses the legacy Health Score. The widget shows 3 aggregated values for all systems that contributed data during the selected period:
The large number is the 30-day average.
The arrow is the net change over the last 30 days. It shows how much the score changed from the start of that period to the end.
The graph is the day-by-day history.
The number of agents is the highest count of agents that contributed data during the selected period.
Notifications Sorting
Notifications are sorted by Most Affected Systems or Most Recent Activation. Select the desired option by clicking the button next to the Search notifications search box. By default, the sorting is set to Most Affected Systems.
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Choose a Sensor to Investigate
Sensors are already ordered to help you work on the most important issues first. The prioritization is based on:
Severity — how strongly the issue impacts users.
The number of affected systems from the most recent day.
Trend — how current activity compares to the 30-day baseline.
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Review the list and start with the highest-ranked sensor. Selecting a sensor opens the Sensor Scope, where you begin deeper analysis (see Investigate an Issue and Create a Problem).
Find Issues from Experience Index (DEX Specialist)
IMPORTANT: For existing customers, 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 to environments that 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.
The DEX Specialist home page supports a selectable time range of 7 or 30 days. The selected period updates the Experience Index overview and the related impact views, helping you compare recent user experience trends over a shorter or longer window.
Watch a quick overview or read the detailed information below.
Review the Experience Index
On the Reliability Engineering home page, start by reviewing the Experience Index.
The Experience Index helps you identify which categories and sensors have the greatest effect on user experience. It measures the percentage of time users are not impacted by issues. For details, see Experience Index.
The Experience Index widget shows 3 related but different aggregated values for all systems that contributed data during the selected period:
The large number is the average Experience Index for the selected period.
The arrow shows the net change over the selected period. It shows how much the score changed from the start of that period to the end.
The graph shows the day-by-day history for the selected period.
The number of agents is the highest count of agents that contributed data during the selected period.
IT issues affecting the Experience Index are grouped into categories:
Use the Experience Index Impact radar chart to identify the category with the greatest impact.
Select the category with the highest impact to investigate further.
Category impact values are subtractive. They show how much each category reduced the Experience Index during the selected period. The values shown on the category cards are averages for the selected period. Hover over the chart to see the value for a specific day.
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Review Impacting Sensors
Selecting a category opens the impacting sensors view, which lists the sensors contributing most to that category.
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In the All Impacting Sensors section you can see data organized in the following columns:
Sensor name
Average impact percentage
Number of instances
Severity
Category
Add to Graph (Max 5) - select up to 5 sensors to be displayed in the Sensor Impact Trend graph.
Click a column heading to sort the table by that column. By default, the table is sorted by Average Impact in descending order.
The Sensor Impact Trend graph shows the impact on the Experience Index each day over the last 30 days.
Experience Index Impact Values
When interpreting the impact values for specific sensor categories, it’s important to keep in mind the following:
Some sensors include instances (for example, specific applications). Instances help narrow your investigation, but they can include systems that are not contributing to the Experience Index.
The value for each sensor in the Average Impact column is the average impact for that sensor over the selected time frame: 7 days or 30 days.
Some sensors can appear with 0.0% impact when they contributed a very small but measurable amount during the selected period.
The percentage for a sensor category is the sum of the values in the Average Impact column for the sensors in that category. For example, if the Device category shows an impact of -18%, that value is the sum of 11.2% from the Bluetooth Service Stopped sensor, 4.6% from the Battery - Reduced Capacity, 1.3% from System Pending Reboot, 0.7% from Device Manager Failure, 0.1% from Battery - Discharge Rate, plus the rounded contribution from the remaining sensors that display 0.0% impact.
Choose a Sensor to Investigate
Select the sensor with the highest impact, or choose a specific instance if needed.
Selecting a sensor or instance opens the Sensor Scope, where you begin deeper analysis (see Investigate an Issue and Create a Problem).
Share a Link to Your View
To discuss your findings with your team, use the Copy URL button in the upper-right corner of the page. Click the button to copy the URL for your current view, then share it with others.
