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 cycle.
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.
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.
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.
Customers can disable Experience Index sensors in the curated set and adjust how much impact each sensor contributes to the score. See Configure the 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.
The 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 cycles. Each cycle 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 configurable value from 1 to 5 minutes per 5-minute cycle. If a sensor triggers during the cycle, SysTrack applies that configured value once for that cycle. If the same sensor triggers again in the same cycle, it does not add more impact minutes. If multiple sensors trigger in the same cycle, their combined impact is capped at 5 minutes. |
Data availability | Experience Index uses condensed data from previous days, so same-day Experience Index impact is not available. |
How the Sensors and Impact Values Were Chosen for Experience Index
The default Experience Index sensors and impact values were selected using customer feedback, internal product experience, and experience from the legacy Health Score model. Lakeside reviewed which issues customers considered most disruptive and assigned default 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.