📍 CVS - CVS-06941 — 118 East New Circle Road, Lexington KY, 40507
Jan 2, 2025 → Jan 12, 2026
✅ Completed
PSM
SLA Clock
Last business day of January 2025 · Target: Jan 31, 2025
✗ SLA Missed (217 biz days late)
Active: 238 biz days
Paused: 18 biz days
🕐 Clock stopped: Completed (Jan 13, 2026)
236d
▶ Clock Running
Status: Created
Jan 2 → Dec 12, 2025
236 business days (counted)
Running total: 236 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
Dec 12 → Jan 9, 2026
18 business days (not counted)
▶ Clock Running
Status: Assigned
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 236 of ? biz days used
▶ Clock Running
Status: Scheduled
Jan 9 → Jan 12, 2026
1 business day (counted)
Running total: 237 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 12 → Jan 13, 2026
1 business day (counted)
Running total: 238 of ? biz days used
Created: Jan 2, 2025Completed: Jan 13, 2026
Show SLA Clock Detail (5 periods)
Period
Status
Clock
Biz Days
Running Total
Jan 2 → Dec 12
Created
▶ Running
236
236
Dec 12 → Jan 9
Ready for Release
⏸ Paused
18
—
Jan 9 → Jan 9
Assigned
▶ Running
0
236
Jan 9 → Jan 12
Scheduled
▶ Running
1
237
Jan 12 → Jan 13
Tech On Site
▶ Running
1
238
Holding255.2d (excluded)
Coordinators1.3d
Field Work1.0d
Billing14.0d
✗ SLA Missed
Holding(excluded from total)
255.2 days
Coordinators
1.3 days
Field Work
1.0 days
Over SLA
Billing
14.0 days
Over SLA
Created: Jan 2, 2025
Due: Dec 31, 2026
Completed: Jan 13, 2026 (352 days early)
📅
256.0 daysTotal Age
⏱️
236.5d in On HoldLongest Stage
🔄
7 transitionsStatus Changes
⚠️
13.0d overTotal Delay
📦
0 orders, 0 quotesParts & Quotes
📝
3 linesWork Details
🏠
1 visitOn-Site Trips
👤
Self-ScheduledScheduling
AI Analysis
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Generating AI analysis...
Completed with significant delays
Invoiced • 426 days old
🚨
Primary Delay236.5 days stuck in "On Hold"
⏱️
Total Delay13.0 business days over SLA thresholds
SLA vs Actual Time by Status
Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
236.5d
Ready for Release
18.7d
Scheduled
1.3d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
14.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔧Work Performed
PM
🔍Technician Findings
System on, Counter #112157
⚠️Problem Description
Please Perform PM: PM Checklist can be found as a link in the work order under WO actions
If Kiosk is not on the Sales floor request to speak to a manager to find out if kiosk is being stored in the back room or if it was disposed. Offer to help bring the kiosk to the salesfloor or advise that EMSAR can replace a disposed kiosk. If store does not want to bring the kiosk out of storage or if kiosk was disposed, close out work order with Repair code '37 Store intervention required' and document who you spoke with and outcome of conversation. Labor line shall be a trip charge.
***Important: Please make sure to document if kiosk is disposed or in storage***
If kiosk fails a PM, checklist is still required to be completed. Please use Code 35 - Follow up needed and detail in the Tech Findings, Work Performed and Final condition the result and cause for a follow up. Close out the work order. Dispatch will create a follow up repair work order to send parts.
Work Order: WO-01234883
Account: CVS
Customer Case Number:
Location: CVS - CVS-06941
Address: 118 East New Circle Road, Lexington, KY 40507
Manufacturer: Merge SH Holdings, Inc.
Model #: 90550-15
Serial #: 550-010195
Contact Name:
Contact Phone:
Contact Email:
Due Date: 12/31/2026
Scheduled Dat