SmartAccess
Ops Navigator
Initial Setup — Standard Operating Procedure
Version 1.1 | June 2026
SmartAccess Implementation Team
Overview & Purpose
This document provides step-by-step guidance for setting up the Ops Navigator module within the SmartAccess platform. The Navigator is a configurable reporting and accountability tool that surfaces observation compliance and coverage data for supervisors and managers across a distribution center network.
This SOP covers the complete initial configuration process, from creating individual metrics through to building out groups and segments for each DC location. It is intended for SmartAccess implementation specialists and customer success managers onboarding new clients to the Navigator.
Tip: Before beginning setup, confirm with the customer which SmartAccess features they are actively using. The Navigator can only surface data for features the customer has enabled — typically Observations. Skill Builds and Certifications are only relevant if those modules are in use. |
Pre-Setup Checklist
Gather the following information from the customer before beginning configuration:
A list of all DCs (locations) and their codes or short names
The name of each DC's General Manager (GM) or primary manager — this is used as the group manager when creating segments
The customer's observation types (e.g., PLO — safety, PMO — process). You will create one set of metrics per observation type.
Whether the customer uses compliance targets (observer-based) or coverage targets (associate-based), or both
The required number of observations per week for compliance (e.g., 2 PLOs per week per observer)
The coverage window (e.g., every associate must be observed once per month)
The start date for coverage tracking (e.g., January 1, 2026)
This should be the start of your fiscal year.
The day the customer's reporting week starts (Monday or Sunday — this affects all compliance calculations)
Which user groups should have view access to the Navigator (e.g., Team Leaders, Assistant Team Leaders, Safety Specialists)
⚠ Important: The reporting week start day must be configured by the SmartAccess team (Intercom/Support) at the platform level before any metrics are created. When does your week start? By default the platform uses Monday. If the customer uses Sunday, submit a request to update this before proceeding. |
Key Concepts & Terminology
Familiarize yourself with the following Navigator-specific terms before beginning setup:
Term | Definition |
Metric | A single data point pulled from SmartAccess (e.g., PLO observer compliance for the previous week). Metrics are created first and form the building blocks of every Navigator view. |
Input | Data that a user manually enters into the Navigator (e.g., notes from a weekly huddle). Inputs are created separately and are not covered in this SOP. |
Compliance | Measures whether observers are completing their required number of observations. Example: each observer is required to complete 2 PLOs per week. Compliance tracks if that target is being met. |
Coverage | Measures whether associates are being observed. Example: every associate must receive at least one observation per month. Coverage tracks whether all associates have been reached within the defined period. |
Standard | A threshold you set on a metric to classify performance. Example: compliance >= 2 observations = Compliant. Below that = Non-Compliant. Standards drive signal colors in the Navigator view. |
Signal | A visual indicator (e.g., green/red) automatically applied when a person's metric value meets or misses a Standard. Signals can also trigger Action Plans (not covered here). |
Evaluation Cadence | How often the system checks whether a Signal condition has been triggered. Only relevant if Action Plans are assigned to signals — otherwise it has no effect. |
Reporting Period | Whether the metric shows the current (in-progress) week or the previous (completed) week. For compliance and coverage, Previous is recommended so you are always reviewing a complete period. |
Metric Set | A saved bundle of metrics. Once created, a Metric Set can be applied to multiple segments with one click, avoiding the need to re-add metrics individually to every DC. |
Group | The top-level Navigator object. One group typically covers an entire customer network. Segments live inside a group. |
Segment | A subdivision of a group, typically one per DC or location. Each segment is linked to a manager and a location filter, and has a Metric Set applied to it. |
Snapshot | A saved copy of the Navigator state taken on a recurring schedule (weekly). Allows users to look back at previous weeks' data and notes. |
Extended Team / Everyone | Filters controlling how deep the org hierarchy is pulled for a segment. Direct = only people reporting directly to the manager. Extended = two levels deep. Everyone = the entire tree rolling up to the manager. |
Step 1 — Create Metrics
Metrics are the foundation of the Navigator. You must create all metrics before building Metric Sets or Groups. Plan your metrics carefully based on the customer's observation types and reporting needs.
1.1 Determine Which Metrics to Create
For each observation type (e.g., PLO, PMO), you will typically create two metrics:
Building Compliance — shows a single compliance percentage for the entire DC. Displays as a trend line (4-week average) in the Navigator.
Observer Compliance — shows a list of individual observers and their compliance status (Compliant / Non-Compliant).
If the customer also uses Coverage tracking, you will create one additional metric per observation type:
Process/PLO Coverage — shows each observer's associate coverage rate (how many of their associates have been observed in the current coverage window).
Note: For Customer X, the observation types are PLO (safety) and PMO (process). This results in four compliance metrics (PLO Building, PLO Observer, PMO Building, PMO Observer) plus coverage metrics for process observations.
1.2 Create a Building Compliance Metric
Follow these steps to create the building-level compliance metric for your first observation type (repeat for each type):
# | Step | Details |
1 | Open Metrics | Navigate to the Metrics section in SmartAccess. Click New Metric. |
2 | Name the Metric | Enter a clear name that identifies the type and level. Example: PLO Building Compliance |
3 | Select the Measure | Choose Observation Type Compliance from the measure list. Only measures relevant to the customer's active features will appear. |
4 | Set the Standard | Under the Compliant condition, select Greater Than or Equal To and enter the compliance target. For a building percentage, use 100 (representing 100%). For observer-level metrics, use the actual number of observations required (e.g., 2). |
5 | Assign Signal Colors | Set Compliant to green and Non-Compliant to red. This makes the Navigator easy to read at a glance. |
6 | Set Reporting Period | Change Reporting Period to Previous. This ensures the metric reflects a fully completed week. |
7 | Apply Observation Type Filter | In the Filters section, select the correct observation type (e.g., PLO). If there is only one observation with that type, no further filtering is needed. |
8 | Set Team Filter | Set the team filter to Everyone. This ensures all observers rolling up to the segment manager appear in the data. |
9 | Set Visualization | Under Grid Visualization, select Building Percentage and Trend. This displays the 4-week rolling average line for the DC. |
10 | Save | Click Save. The metric is now available to add to Metric Sets. |
⚠ Important: The Standard value depends on the visualization type selected. Building Percentage metrics use 100 (representing 100%). Observer list metrics use the actual observation count required (e.g., 2). Entering the wrong number will cause observers who exceed the requirement to appear as Non-Compliant. |
1.3 Create an Observer Compliance Metric
Repeat the process above with the following differences:
Name: PLO Observer Compliance (or equivalent for your observation type)
Grid Visualization: Select List of Observers (not Building Percentage)
Standard value: Enter the required number of observations per week as an integer (e.g., 2), with the condition Greater Than or Equal To
Note: The Evaluation Cadence setting controls when Action Plans are triggered. Since no Action Plans are being configured at this stage, this setting can be left at its default value.
1.4 Create a Coverage Metric
Coverage metrics measure associate coverage, not observer compliance. Follow these steps:
# | Step | Details |
1 | Open Metrics | Navigate to Metrics and click New Metric. |
2 | Name the Metric | Example: Process Coverage |
3 | Select the Measure | Choose Observation Coverage from the measure list. |
4 | Set Reporting Period | Coverage can use either Current (shows progress within the current month) or Previous. Current is often preferable so users can monitor progress in real time. |
5 | Apply Observation Type Filter | Select the appropriate observation type (e.g., PMO for process). |
6 | Set Team Filter | Set to Everyone. |
7 | Save | Click Save. |
Coverage is calculated based on a Coverage Window set at the project level. Before the coverage metric will show meaningful data, you must configure the Coverage Window in Project Settings (see Section 4).
1.5 Complete All Metrics
Repeat the above steps until you have created all required metrics. For a typical two-observation-type deployment (PLO + PMO), you will create:
PLO Building Compliance
PLO Observer Compliance
PMO Building Compliance
PMO Observer Compliance
PLO Coverage (optional, if coverage goals apply to safety observations)
Process/PMO Coverage
Tip: Add a short description to each metric so users and future admins can quickly understand what the metric measures. Keep descriptions consistent across the same metric type — e.g., use the same wording for PLO Building Compliance and PMO Building Compliance. |
Step 2 — Create a Metric Set
A Metric Set is a reusable bundle of metrics. By creating one Metric Set and applying it to all DC segments, you avoid having to add metrics individually to every segment. Any changes made to the Metric Set (such as adding a new metric) automatically apply to all segments using it.
⚠ Important: You must have at least one metric created before you can create a Metric Set. Complete Step 1 fully before proceeding. |
# | Step | Details |
1 | Navigate to Metric Sets | Open the Metric Sets section in SmartAccess. |
2 | Create a New Set | Click New Metric Set and give it a descriptive name. Example: Observation Program Reporting or Compliance. Using a clear name helps when managing multiple sets for different use cases. |
3 | Add Metrics | Click Add Metric and select each metric you created in Step 1. Add all compliance and coverage metrics that should appear in the Navigator for every DC. |
4 | Organize with Sections | Within the Metric Set, you can create named sections to visually group related metrics in the Navigator. Example: create a section called Safety Observations for PLO metrics and a section called Process Coverage for coverage metrics. Sections are purely visual. |
5 | Save | Click Save. The Metric Set is now ready to apply to segments. |
Tip: If a metric was added to the Metric Set before a configuration change was made to that metric (e.g., changing the visualization type), remove it from the set and re-add it to ensure the updated version is applied. The system may cache the original version. |
Step 3 — Create Groups and Segments
A Group is the container for your entire Navigator. Segments are the individual DC-level views within that Group. In most deployments, you will create one Group with one segment per DC.
3.1 When to Use Multiple Groups
Create a single Group with multiple segments when all DCs will use the same metrics and Navigator structure. This is the recommended approach for standardized, network-wide deployments.
Create multiple Groups only when different use cases require a fundamentally different Navigator layout — for example, one Group configured for a daily operations view and a separate Group configured for a weekly huddle meeting.
3.2 Create the Group
# | Step | Details |
1 | Navigate to Groups | Open the Groups section and click New Group. |
2 | Name the Group | Use a name that reflects the scope of the group. Example: Network or Building Owners. |
3 | Assign an Owner | Add an owner (this can be yourself or a safety coordinator). The owner does not affect reporting and is administrative only. |
4 | Skip Location | Leave the Location field blank. Adding a location here filters the entire group to one DC, which will prevent segments for other DCs from displaying correctly. |
5 | Configure Snapshots | Enable Snapshots so the Navigator automatically saves a weekly copy of all data and inputs. Set the snapshot schedule to run on Sunday at 11:59 PM. This captures a complete previous week every Monday morning when users review it. |
6 | Set Table Display | Leave the Show Table option enabled. This displays the list of supervisors, signals, and metric values in the Navigator view. |
7 | Set Permissions — Edit | Under Who Can Edit This Group, leave this restricted. Do not grant edit access to end users — only administrators should be able to modify group configuration. |
8 | Set Permissions — View | Under Who Can View This Group, add the appropriate user groups. Example for Customer X: TL (Team Lead), ATL (Assistant Team Lead), Safety Specialist, PLO Observer, PMO Observer. Confirm the correct user group names with your platform administrator before adding — duplicate or similarly-named groups (e.g., TL vs. Team Leader) may exist. |
3.3 Add Segments (One per DC)
With the Group open, click Add Segment for each DC in the network. Repeat the following steps for every DC:
# | Step | Details |
1 | Name the Segment | Use the DC name and/or code. Example: Brazelton (BRS). Type the name and code manually — it is not auto-populated from the system. |
2 | Assign the Manager | Search for and select the GM (General Manager) of that DC. The manager field determines which people appear in the segment based on the team filter. |
3 | Select Location | Use the location dropdown to select the DC's location. This ensures the segment data is filtered to that specific DC. |
4 | Select Work Areas | Add all relevant work areas. In most cases, include all work areas except any that are explicitly excluded (e.g., QC may be excluded at some sites). |
5 | Apply the Metric Set | Select the Metric Set created in Step 2. This automatically applies all metrics to the segment. All DCs should use the same Metric Set unless a specific DC has different reporting requirements. |
6 | Save the Segment | Click Save before moving to the next segment. |
Tip: When creating many segments, the most efficient workflow is to fully complete one segment (including selecting the Metric Set) and confirm it saves correctly before creating the rest. This helps catch any configuration errors early. |
Continue adding segments until every DC has been configured. The Navigator will now display one tab or section per segment, allowing users to navigate DC-by-DC.
3.4 Team Filter — Understanding Direct, Extended, and Everyone
When setting up both metrics and groups, you will encounter a team filter with three options:
Term | Definition |
Direct | Shows only individuals who report directly to the assigned manager. Best used when you want to see a single layer of reporting. |
Extended | Shows individuals two levels deep in the reporting hierarchy — direct reports and their direct reports. Useful for mid-level managers overseeing a small team of team leads. |
Everyone | Shows all individuals who roll up to the manager, regardless of depth. This is the recommended setting for DC-level groups where multiple tiers of observers (e.g., TLs and ATLs) all contribute to the same observation program. |
Note: For Customer X, ATLs report to TLs, who report to FTLs (GMs). Since both TLs and ATLs perform observations, the Everyone setting is used so all observers appear in the segment regardless of their level.
Step 4 — Configure Coverage Windows
Coverage metrics will not display correctly until a Coverage Window is configured for each observation type that has a coverage goal. The Coverage Window defines the time period within which every associate must be observed.
# | Step | Details |
1 | Open Project Settings | Navigate to Project Settings (also referred to as Admin settings for the project). |
2 | Select Observation Types | Find the Observation Types section and click on the specific observation type you want to configure (e.g., Process/PMO). |
3 | Set the Coverage Window | Enter the coverage window duration. Example: 30 days or every calendar month. |
4 | Set the Start Date | Enter the start date for the first coverage period. Example: January 1, 2026. The coverage counter will reset at the start of each subsequent period. |
5 | Save and Repeat | Save the settings and repeat for any other observation types that have coverage goals. |
Note: Once the Coverage Window is saved, the Navigator's coverage metrics will begin reflecting associate coverage data against the defined period. Coverage resets automatically at the start of each new period.
Step 5 — Validate the Navigator
After completing all setup steps, review the Navigator carefully before sharing it with stakeholders. The following checks are recommended:
5.1 Compliance Checks
Open the Navigator and verify that both building-level and observer-level metrics appear for each observation type.
Confirm that observers who have completed 2 or more observations show as Compliant (green), and those with fewer than the required number show as Non-Compliant (red).
If observers who completed 3 or 4 observations appear as Non-Compliant, check the Standard condition. It should be set to Greater Than or Equal To, not Equal To.
Confirm that the observer count per DC matches expectations. If observers are missing, verify that the segment's location and work area filters are correct, and that the team filter is set to Everyone.
5.2 Coverage Checks
Confirm that the coverage metric shows a percentage for each segment.
Spot-check one or two DCs to ensure the associate count looks reasonable.
If coverage data is not appearing, confirm that the Coverage Window has been configured in Project Settings (Step 4).
5.3 Metric Set and Visualization Checks
Verify that Building Compliance metrics display as a trend line (4-week rolling average), not as a list of individual names.
Verify that Observer Compliance metrics display as a list of named observers with Compliant/Non-Compliant signals next to each name.
If a metric appears to show the wrong visualization type, remove it from the Metric Set and re-add it to clear any cached configuration.
5.4 Segment and Permission Checks
Confirm that all DCs appear as segments and that the correct GM is assigned to each.
Log in as a test user in one of the observer/TL user groups to confirm they can see the Navigator view but cannot access the admin/edit side.
Verify that duplicate user groups (if discovered during setup) have been resolved with the platform administrator.
5.5 Snapshot Check
Confirm that the Snapshot schedule has been saved (Sunday at 11:59 PM).
If historical data exists, verify that previous snapshots are accessible from the Navigator view for reference.
Step 6 — Configure Performance Metrics
In addition to observation compliance and coverage, the Navigator can display performance data — such as productivity rates and error rates — pulled from the customer's weekly performance data sheets. This section covers how to plan, map, and configure these metrics.
Tip: Performance metrics only appear in the Navigator if the customer is sending performance data to SmartAccess on a regular basis. Confirm the data feed is active and in the correct format before creating these metrics. |
6.1 Common Performance Metrics
The most frequently used performance metrics are:
LPH (Lines Per Hour) — the standard productivity measure used across most DC types. May be labeled CPH (Cases Per Hour) for driver functions, but both are typically mapped to the same underlying data column.
Error Rate — the accuracy metric, measuring mistakes or defects per observation or audit period.
Standard Time — used in POPPIC (put-to-light / put wall) operations as an alternative to LPH, since POPPIC associates are measured differently than pickers or drivers.
Note: Metric labels in the Navigator are customizable regardless of what they are called in the source data. For example, if the data column is named LPH but the department calls it CPH, the Navigator metric can be labeled CPH to match the language the team uses. What matters is that the source data column name remains consistent week over week.
6.2 Mapping Metrics by Department
Different departments within the same DC may require different performance metrics. The Navigator supports department-level metric customization within a single group. Before configuring performance metrics, collect the following information from the customer:
Which departments exist at each DC (e.g., Decant, POPPIC, Drivers, Receiving)
Which metrics apply to each department (e.g., Decant uses LPH + Error Rate; POPPIC uses Standard Time + Error Rate)
The performance thresholds for each metric per department (e.g., Outstanding = above 85%, Improvement Needed = below 65%)
The exact column names used in the performance data sheet for each metric — these must match exactly
Once this information is collected, send it to the SmartAccess implementation team so the metrics can be built and mapped correctly in the Navigator.
6.3 Configuring Performance Signals and Thresholds
Like observation metrics, performance metrics use Standards and Signals to color-code performance at a glance. A typical three-tier threshold structure for a performance metric looks like this:
Term | Definition |
Outstanding | Associate's metric is above the top threshold (e.g., LPH >= 85%). Display in green. |
Meets Expectations | Associate's metric falls within the acceptable range (e.g., LPH between 65%–84%). Display in yellow or neutral. |
Improvement Needed | Associate's metric is below the minimum threshold (e.g., LPH < 65%). Display in red. |
Tip: Align threshold labels and colors with whatever language the customer already uses in their own performance reports. Consistency reduces confusion for site managers who switch between SmartAccess and other reporting tools. |
Step 7 — Configure Action Plans
Action Plans allow the Navigator to trigger follow-up activities automatically or manually when an associate's metrics fall below a defined threshold. This section explains how Action Plans work, the types available, and guidance on when to use automated vs. manual assignment.
7.1 How Action Plans Work
When a Signal fires — meaning an associate's metric crosses a threshold (e.g., falls into Improvement Needed) — the Navigator can automatically create an action and assign it to the appropriate supervisor or observer. That person receives a mobile notification and can see the assigned action in the SmartAccess app.
Actions are visible in the Navigator alongside the metric data, so managers can track what follow-up has been assigned, to whom, and whether it has been completed. All related discussions and notes are stored with the action.
7.2 Types of Actions
Term | Definition |
Coach | An informal engagement — the observer goes to talk to the associate and logs notes. No formal observation is completed. Best for minor performance concerns or first-instance flags. |
Engage | Similar to Coach — a conversation and comment entry. Used when the goal is associate engagement rather than formal evaluation. |
Observe | Triggers a formal observation to be scheduled and completed. Used when a structured audit of the associate's work is needed. |
Validate Behavior | A lighter-touch check to confirm a specific behavior is being performed correctly. Less formal than a full observation. |
Skill Build | Assigns a skill build (if the customer uses the Skill Build module) to re-train the associate on a specific competency. Useful when a consistent failure pattern points to a knowledge or skill gap. |
Step 8 — Go-Live Rollout Sequencing
The order in which features and sites are introduced significantly affects user adoption. This section documents the recommended phased rollout approach based on field experience.
8.1 Recommended Phased Approach
Do not attempt to launch compliance, coverage, performance metrics, and action plans simultaneously. Introduce layers progressively:
# | Step | Details |
Phase 1 | Core Observation Compliance | Launch with compliance metrics only. Users learn the cadence of completing observations and checking their scores. Keep it simple. |
Phase 2 | Add Coverage Tracking | Once compliance behavior is established, add coverage metrics. This shifts the focus from quantity (how many observations did I do?) to quality of reach (have I observed everyone?). |
Phase 3 | Add Performance Metrics | Introduce LPH, error rate, or department-specific metrics. Users now see both their observation activity and the performance outcomes of the associates they are observing. |
Phase 4 | Manual Action Assignment | Managers begin manually creating actions from the Navigator for associates who need follow-up. Build familiarity with the workflow before automating anything. |
Phase 5 | Automated Action Plans | Once thresholds are validated and managers are comfortable, configure automated Action Plans so that signals trigger actions without manual intervention. |
8.2 New Site Go-Live Checklist
Use this checklist when adding a new DC to an existing Navigator deployment:
Receive cleaned roster from the customer (same format as existing sites)
Upload roster to SmartAccess and create the DC location
Assign user roles and observer designations from the roster
Create the new segment in the existing Group and apply the shared Metric Set
Set coverage window and compliance settings to match the network standard
Send activation emails to all new users (recommended: 4 days before training)
Follow up with users who have not activated 1 day before training and resend activation
Conduct training session — users can practice with live data during a soft-launch period
Scrub any pre-go-live data so that official reporting begins from the confirmed start date
Tip: For sites being added to an existing deployment, the majority of the setup work (observation types, metrics, metric sets, signal thresholds) is already done. The main tasks are uploading the roster, creating the segment, and assigning roles. Budget 1–2 days of implementation time for each new site after the first. |
8.3 Compliance vs. Coverage: Choosing the Right Model
As customers mature in their use of SmartAccess, they often shift their focus from compliance (quantity of observations) to coverage (quality of reach). Use the following guidance when evaluating which model to use:
Term | Definition |
New site / new program | Start with compliance. It establishes a clear, measurable habit — observers know exactly how many observations are required each week. |
Established site with consistent compliance | Transition toward coverage. This moves from a punitive frame (did you complete your quota?) to an engagement frame (have you connected with every associate?). |
Sites with variable team sizes | Coverage is often more appropriate, since compliance requirements can be unfair when one supervisor has 5 direct reports and another has 50. |
Mixed network (new + mature sites) | Run compliance for new sites and coverage for mature sites simultaneously. The Navigator supports different configurations per segment. |
8.4 Mobile App Visibility
It is important to clarify for end users what is visible on the mobile app vs. the web portal:
Navigator (groups, segments, metric dashboards) — visible in the web portal only. Not available on the mobile app.
Individual coverage progress — visible to each observer on their own mobile app. Observers can see what percentage of their associates they have covered within the current coverage window.
Assigned actions — visible and actionable on the mobile app. When an action is assigned to an observer, they receive a push notification and can complete the action (add notes, mark done) from their phone.
Note: When training site managers on the Navigator, set expectations clearly: the Navigator dashboard is a leadership tool accessed via the portal. Front-line observers use the mobile app for their day-to-day observation work and to respond to any assigned actions.
Quick Reference — Setup Order
Always follow this order when setting up the Navigator for a new customer. Skipping ahead can cause errors or require rework:
Confirm active features, observation types, and which sites need compliance vs. coverage.
Confirm reporting week start day and submit update request if needed (Intercom / Support).
Configure Coverage Windows in Project Settings for any observation types that have coverage goals.
Create all Metrics (building compliance, observer compliance, coverage — one set per observation type).
Create one or more Metric Sets and add all relevant metrics.
Create the Group (name, owner, snapshot schedule, permissions).
Add Segments — one per DC — each with its manager, location, work areas, and Metric Set applied.
Validate the Navigator using the checks in Step 5.
Collect department-level metric and threshold requirements from the customer; configure performance metrics once received.
Launch with compliance and/or coverage only. Add performance metrics and action plans in subsequent phases.
For each new site added: upload roster, create segment, assign roles, send activations, scrub pre-go-live data.
Share the Navigator view with stakeholders and conduct training.
SmartAccess Ops Navigator SOP | v1.1 | June 2026