Overview
The Experience Index shows how consistently users can work without issues that disrupt their digital experience. It is calculated by comparing active time with the impact recorded from a curated set of sensors. Each sensor contributes a configured impact value from 1 to 5 minutes when it triggers in a 5-minute scoring bucket.
These impact minutes are part of the scoring model. They are not a direct measurement of the exact number of elapsed minutes a user was affected. They represent the relative weight of each issue in the score calculation.
When Experience Index is enabled, it replaces the Health Score view in the Reliability Engineering experience. The legacy Health Scores feature remains available in the parts of SysTrack where it is currently used. For direct comparison of the SysTrack Health Score and Experience Index values for your groups and systems, use the Health Score vs Experience Index DEX Pack.
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 to environments that have upgraded 50% or more of their endpoints to SysTrack agent version 11.8 or later. Lakeside regularly checks eligible environments and enables these features in stages. If these features are not available yet, contact your Lakeside representative.
How the Sensors and Impact Values Were Chosen for Experience Index
The Experience Index sensors and impact values were selected using customer feedback, internal product experience, and insights from the legacy Health Score model. Experience Index extends Health Score by incorporating additional sensors that measure factors affecting the end-user experience, such as collaboration quality, connectivity, and cloud service performance. Lakeside reviewed which issues customers considered most disruptive and assigned impact values to reflect their relative importance.
Because environments differ, customers can disable sensors and adjust impact values if the defaults do not match their priorities. See Configure the Experience Index.
For Experience Index sensor impact values and mapping to legacy Health Score categories, see Categories and Sensors in the Experience Index.
For a detailed comparison of Experience Index and Health Score, along with step-by-step calculation examples, see Health Score and Experience Index Calculation Examples.
Experience Index 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.
Experience Index Concepts
The Experience Index is calculated using the time-bucket model and driven by sensors. The following table defines the key concepts used in this calculation.
Concept | Description |
|---|---|
Contributing system | A contributing system is a system running SysTrack Agent 11.8 or later that has qualifying active time and recorded condensed Experience Index data for the selected period. |
Active time | For desktops, active time is measured in 10-minute buckets, and Experience Index impact is recorded only during active user time. For servers, impact is recorded whenever the system is on. |
Time model | Data is evaluated in 5‑minute buckets. Each bucket records whether Experience Index sensors triggered and applies their configured impact minutes. |
Impact minutes | Impact minutes are scoring values, not measured clock time. Each Experience Index sensor is assigned a value from 1 to 5 minutes per 5-minute bucket. If a sensor triggers during the bucket, SysTrack applies that value once for that bucket. The Experience Index impact frequency of the sensor decides in which buckets SysTrack applies the value: every bucket while the sensor is active, or only the bucket where the sensor triggers. For details, see How Sensors Contribute to the Experience Index. If the same sensor triggers again in the same bucket, it does not add more impact minutes. If multiple sensors trigger in the same bucket, their combined impact cannot exceed 5 minutes, and the cap is applied by pro-rating. |
Data availability | Experience Index uses condensed data from previous days, so same-day Experience Index impact is not available. |
How Sensors Contribute to the Experience Index
Experience Index impact frequency defines when an Experience Index sensor adds its impact minutes to the Experience Index. Each sensor uses one of two values:
Once per scoring bucket while active: the sensor adds its impact minutes in every 5-minute scoring bucket while the condition lasts.
Once per activation: the sensor adds its impact minutes once, when it triggers. If the condition ends and occurs again later, the sensor adds its impact minutes again.
For details about Run On, see How Sensors Work.
Lakeside sets the Experience Index impact frequency of each sensor. You cannot view or change it in SysTrack. For the impact frequency of each sensor, see Categories and Sensors in the Experience Index.
The sensor window and the Experience Index impact frequency work together to decide the total impact of a condition. The sensor window is the period that a sensor uses to evaluate its trigger condition, and it decides when the sensor is active and for how long. The Experience Index impact frequency decides how often that active period adds impact minutes. For example, a condition that lasts 1 hour can add impact minutes in up to 12 scoring buckets with Once per scoring bucket while active, and only once with Once per activation.
For worked examples, see Health Score and Experience Index Calculation Examples. For the types of sensor windows, see How Sensors Work.