This glossary defines common terms you will encounter throughout DSP Ops Center and this user guide. Definitions are written in plain English for DSP owners and managers — no technical background required.
A special password that lets one software system talk to another. You don't need to understand how it works — just copy and paste the key where the setup instructions tell you to.
An automatic alert that appears when an employee's attendance patterns need your attention (e.g., too many incidents in a short period).
A free app on your phone (like Google Authenticator or Authy) that generates a new 6-digit code every 30 seconds. Used for MFA (see below).
Customer Delivery Feedback Defects Per Million Opportunities — measures customer complaint rates.
Commercial Delivery Vehicle — a large box truck used for oversized deliveries.
Customer Escalation Defects — tracks escalated customer complaints.
Making sure all required documents (licenses, certifications, policies) are current and on file.
Delivery Completion Rate — the percentage of packages successfully delivered on a route.
Department of Transportation — federal agency that regulates commercial drivers. DOT compliance includes medical cards and drug testing.
Delivery Success Behaviors — measures delivery quality factors like photo-on-delivery and safe driving.
Electric Delivery Vehicle — battery-powered delivery vans.
Scrambled so it can't be read by unauthorized people. When we say "encrypted at rest," it means your data is protected even when it's just sitting in storage.
A driver safety score generated by the Mentor app, measuring driving behaviors like hard braking, speeding, and phone usage.
Employment Eligibility Verification form required by the U.S. government for all new hires.
A visual board with columns, like a whiteboard with sticky notes. Each column represents a stage, and cards move left to right as work progresses. Used in DSP Ops Center for the onboarding pipeline.
An extra security step when logging in. After entering your password, you also enter a code from your authenticator app. This protects your account even if someone learns your password.
No Call No Show — when an employee misses a shift without calling in.
A secure way for two software systems to connect. You don't need to understand the technology — it's handled behind the scenes when you set up integrations.
A specific action a user is allowed to perform. For example, "can view employee records" or "can edit schedules." Permissions are grouped into roles.
Photo on Delivery — whether the driver took a delivery photo as required.
Professional and Safe Behaviors — composite metric covering seatbelt usage, speeding, and distraction.
One-time backup codes generated when you set up MFA. If you lose your phone or delete your authenticator app, use one of these codes to log in. Store them somewhere safe (printed, in a locked drawer, or in a password manager).
A collection of permissions that define what a user can see and do. For example, a "Fleet Manager" role includes permissions to manage vehicles and inspections, but not employee payroll data.
A time period that moves forward with the calendar. For example, a "90-day rolling window" on March 15 covers December 15 through March 15. Tomorrow it would cover December 16 through March 16.
In DSP Ops Center, this means a time target — how many days a task or process should take. For example, an SLA of 5 days on an onboarding stage means a new hire should move through that stage within 5 days.
Step Van — a large walk-in delivery vehicle (the classic delivery truck shape).
The unique identifier assigned to a driver in the delivery network's systems. This is the ID that appears on weekly performance scorecards.
Vehicle Identification Number — a unique 17-character code assigned to every vehicle. Found on the driver's side dashboard or door jamb.
IRS form for federal tax withholding, completed by all new hires.