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.
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. Notifications are sorted newest first. 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. Anomalies are sorted newest first. Click an anomaly card to open its details in Prevent (see Anomalies).
NOTE: To access the Anomalies feature, purchase SysTrack AI. For details, contact your sales representative.
Sensors: Real-time 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.
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 values:
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.
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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
Affected systems – how many systems are impacted
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: 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.
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 values:
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.
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.
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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 Tree view:
The Top 5 Impacting Sensors are shown first.
Each sensor shows:
Impact contribution.
Number of affected systems.
NOTE: 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.
You can switch to the List view to see information about all impacting sensors in the following columns:
Sensor name
Impact percentage
Number of instances
Number of affected systems
Severity
Category
Add to Graph (Max 5) - select up to 5 sensors to be displayed in the Sensor Trend graph.
The Sensor Trend graph shows how often the selected sensor activated each day over the last 30 days. Experience Index contribution is calculated separately, so a busy sensor is not always the most impactful sensor, and the most impactful sensor is not always the one with the most activations.
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).