📍 Elgin Regional Office Building - Aetna — 595 S State St, Elgin IL, 60123
Dec 30, 2024 → Oct 9, 2025
✅ Completed
PSM
SLA Clock
Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (135 biz days late)
Active: 137 biz days
Paused: 59 biz days
🕐 Clock stopped: Completed (Oct 9, 2025)
63d
▶ Clock Running
Status: Created
Dec 30 → Apr 1, 2025
63 business days (counted)
Running total: 63 of ? biz days used
⏸59d
⏸ Clock Paused
Status: Ready for Release
Apr 1 → Jun 25, 2025
59 business days (not counted)
▶ Clock Running
Status: Assigned
Jun 25 → Jun 25, 2025
0 business days (counted)
Running total: 63 of ? biz days used
▶ Clock Running
Status: Scheduled
Jun 25 → Jul 1, 2025
4 business days (counted)
Running total: 67 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jul 1 → Jul 2, 2025
1 business day (counted)
Running total: 68 of ? biz days used
▶ Clock Running
Status: Scheduled
Jul 2 → Jul 8, 2025
3 business days (counted)
Running total: 71 of ? biz days used
56d
▶ Clock Running
Status: Reschedule
Jul 8 → Sep 25, 2025
56 business days (counted)
Running total: 127 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 25 → Sep 25, 2025
0 business days (counted)
Running total: 127 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 25 → Oct 9, 2025
10 business days (counted)
Running total: 137 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 137 of ? biz days used
Created: Dec 30, 2024Completed: Oct 9, 2025
Show SLA Clock Detail (10 periods)
Period
Status
Clock
Biz Days
Running Total
Dec 30 → Apr 1
Created
▶ Running
63
63
Apr 1 → Jun 25
Ready for Release
⏸ Paused
59
—
Jun 25 → Jun 25
Assigned
▶ Running
0
63
Jun 25 → Jul 1
Scheduled
▶ Running
4
67
Jul 1 → Jul 2
Tech On Site
▶ Running
1
68
Jul 2 → Jul 8
Scheduled
▶ Running
3
71
Jul 8 → Sep 25
Reschedule
▶ Running
56
127
Sep 25 → Sep 25
Assigned
▶ Running
0
127
Sep 25 → Oct 9
Scheduled
▶ Running
10
137
Oct 9 → Oct 9
Tech On Site
▶ Running
0
137
Holding123.2d (excluded)
Coordinators76.7d
Field Work1.3d
Billing0.0d
✗ SLA Missed
Holding(excluded from total)
123.2 days
Coordinators
76.7 days
Over SLA
Field Work
1.3 days
Over SLA
Billing
0.0 days
Created: Dec 30, 2024
Due: Dec 31, 2025
Completed: Oct 9, 2025 (83 days early)
📅
196.3 daysTotal Age
⏱️
63.3d in On HoldLongest Stage
🔄
12 transitionsStatus Changes
⚠️
68.3d overTotal Delay
📦
0 orders, 0 quotesParts & Quotes
📝
3 linesWork Details
🏠
2 visitsOn-Site Trips
👤
Self-ScheduledScheduling
🔄
2 On-Site Visits
(1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Mike Huffman — scheduling delays attributed to technician, not coordinators
Visit 1Oct 9, 2025
AI Analysis
Powered by OpenAI
Generating AI analysis...
Completed with significant delays
Invoiced • 429 days old
🚨
Primary Delay63.3 days stuck in "On Hold"
⏱️
Total Delay68.3 business days over SLA thresholds
SLA vs Actual Time by Status
Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
63.3d
Ready for Release
60.0d
Assigned
0.7d / 0.5d SLA
Scheduled
18.9d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Reschedule
57.0d / 2.0d SLA
Closed
0.2d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
CONFIRMED
08/25/2025 LHill-spoke with Keith Rios at 847-697-2103 to confirm contact and equipment below.
Unit is onsite: yes
Scheduling ahead needed: No. Tech just needs to ask for Keith Rios when he arrives onsite.
Certain day or time: 24 hour access
Confirmed contact information is correct: yes
Unit is in public area.
08/15/2025 LHill Called 847-697-2103 for Keith Rios to confirm equipment & contact. He is on vacation and they man that answered didn't know how to transfer to his voicemail.
08/15/2025 LHill spoke with Gary at 224-339-0278 to confirm equipment & contact. He advised that he is no longer the contact at that location. Need to speak with Keith Rios at 847-697-2103. He is on vacation this week but go ahead and leave him a message.
7/9/25 RCook- LM with Gary to schedule for 7/11/25. Arrival time between 10Am-12PM.
6/25/25 RCook- Spoke with Gary, scheduled for 7/1/25. Arrival time between 10AM-12PM.
🔧Work Performed
10/9/2025 Mike Huffman. Completed the PM, field service report and obtained signature.
🔍Technician Findings
Kiosk does not show signs of customer damage.
Kiosk is fully operational. Yes
Was the kiosk unplugged on arrival? No
⚠️Problem Description
Please Perform a PM on this Kiosk and attach all required photos from the PM Checklist Note this is a Non-retail account and requires a call to schedule. Please navigate to the location page for contact details Regardless if a PM was completed or not a Checklist and photos are required as well as a signed field service report for every work order If a follow up is needed: Confirm with Tech support, select New issue, enter in the troubleshooting performed and part needed for the follow up in the follow up notes field Trunk stock work order: email dispatch@emsar.com with current work order # and the description of the repair that is required to be performed prior to PM completion (Example LED lights, bamboo seat replacement, Leveler replacement etc. all parts that can be found in your trunk stock ) Link to Work Instructions & Checklist on last page: SZZT (Higi Green) https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Higi%20&%20Legacy%20Kiosk%20Group/Higi%20Green/WI-ST-310%20Higi%20Green%20Preventative%20Maintenance%20009%20DCR652.pdf
📄Description
Higi Green Kiosk Hard wired
📋
Outbound to +18476972103
Completed Aug 25, 2025
08/25/2025 LHill-spoke with Keith Rios at 847-697-2103 to confirm contact and equipment below.
Unit is onsite: yes
Scheduling ahead needed: No. Tech just needs to ask for Keith Rios when he arrives onsite.
Certain day or time: 24 hour access
Confirmed contact information is correct: yes
Unit is in public area.
📋
Outbound to +18476972103
Completed Aug 15, 2025
08/15/2025 LHill Called 847-697-2103 for Keith Rios to confirm equipment & contact. He is on vacation and they man that answered didn't know how to transfer to his voicemail.
📋
Outbound to +12243390278
Completed Aug 15, 2025
08/15/2025 LHill spoke with Gary at 224-339-0278 to confirm equipment & contact. He advised that he is no longer the contact at that location. Need to speak with Keith Rios at 847-697-2103. He is on vacation this week but go ahead and leave him a message.
📋
Outbound to +12243390278
Completed Jul 9, 2025
7/9/25 RCook- LM with Gary to schedule for 7/11/25. Arrival time between 10Am-12PM.
📋
Outbound to +12243390278
Completed Jun 25, 2025
6/25/25 RCook- Spoke with Gary, scheduled for 7/1/25. Arrival time between 10AM-12PM.
Aug 25, 2025 2:11pm
@EDUARD DANEK Please update the contact for this location to: Keith Rios at 847-697-2103
Work Order: WO-01229009
Account: HIGI LLC
Customer Case Number:
Location: Elgin Regional Office Building - Aetna
Address: 595 S State St, Elgin, IL 60123
Manufacturer: Higi
Model #: ZT2776-HW
Serial #: CSA-2018106198
Contact Name: Keith Rios
Contact Phone: 847-697-2103
Contact Email:
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