📍 West Flamingo Animal Hospital — 5445 West Flamingo Road, Las Vegas NV, 89103
Aug 4, 2025 → Sep 8, 2025
✅ Completed
P3
SLA Clock
3 business days from creation · Target: Aug 7, 2025
✗ SLA Missed (14 biz days late)
Active: 17 biz days
Paused: 7 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Sep 8, 2025)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Aug 4 → Aug 4, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 4 → Aug 5, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Assigned
Aug 5 → Aug 5, 2025
0 business days (counted)
Running total: 1 of 3 biz days used
⏸5d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Aug 5 → Aug 12, 2025
5 business days (not counted)
8d
▶ Clock Running
Status: Scheduled
Aug 12 → Aug 22, 2025
8 business days (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Aug 22 → Aug 25, 2025
1 business day (counted)
Running total: 10 of 3 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Aug 25 → Aug 27, 2025
2 business days (not counted)
6d
▶ Clock Running
Status: Scheduled
Aug 27 → Sep 5, 2025
6 business days (counted)
Running total: 16 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Sep 5 → Sep 6, 2025
0 business days (counted)
Running total: 16 of 3 biz days used
▶ Clock Running
Status: Scheduled
Sep 6 → Sep 8, 2025
1 business day (counted)
Running total: 17 of 3 biz days used
Created: Aug 4, 2025Completed: Sep 8, 2025
Business Days Used17 / 3
03d budget+14d over
Show SLA Clock Detail (10 periods)
Period
Status
Clock
Biz Days
Running Total
Aug 4 → Aug 4
Created
▶ Running
0
0 / 3
Aug 4 → Aug 5
Ready for Scheduling
▶ Running
1
1 / 3
Aug 5 → Aug 5
Assigned
▶ Running
0
1 / 3
Aug 5 → Aug 12
Awaiting Parts - Customer
⏸ Paused
5
—
Aug 12 → Aug 22
Scheduled
▶ Running
8
9 / 3
Aug 22 → Aug 25
Tech On Site
▶ Running
1
10 / 3
Aug 25 → Aug 27
Awaiting Parts
⏸ Paused
2
—
Aug 27 → Sep 5
Scheduled
▶ Running
6
16 / 3
Sep 5 → Sep 6
Tech On Site
▶ Running
0
16 / 3
Sep 6 → Sep 8
Scheduled
▶ Running
1
17 / 3
Dispatch0.0d
Material Management8.8d
Coordinators17.0d
Field Work3.3d
Billing0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
8.8 days
Coordinators
17.0 days
Over SLA
Field Work
3.3 days
Over SLA
Billing
0.0 days
Created: Aug 4, 2025
Due: Aug 15, 2025
Completed: Sep 8, 2025 (23 days late)
📅
24.6 daysTotal Age
⏱️
8.1d in ScheduledLongest Stage
🔄
13 transitionsStatus Changes
⚠️
11.9d overTotal Delay
📦
1 orders, 0 quotesParts & Quotes
📝
14 linesWork Details
🚩
3 visitsOn-Site Trips
👤
Self-ScheduledScheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Omar Serrano — scheduling delays attributed to technician, not coordinators
Visit 1Aug 22, 2025
Visit 2Sep 4, 2025
Visit 3Sep 5, 2025
AI Analysis
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Generating AI analysis...
Completed with significant delays
Invoiced • 212 days old
🚨
Primary Delay8.1 days stuck in "Scheduled"
⏱️
Total Delay11.9 business days over SLA thresholds
SLA vs Actual Time by Status
Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Ready for Scheduling
2.0d / 1.0d SLA
Awaiting Parts - Customer
5.8d
Scheduled
15.0d / 2.0d SLA
Tech On Site
2.3d / 1.0d SLA
Awaiting Parts
3.0d / 3.0d SLA
Completed
1.0d / 1.0d SLA
Closed
0.3d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
8-27 Mburris email from POC to set.....Hi Michael,
Yes, that time works great. any chance we can have the same person as last time.
Just because he is already familiar with our issue.
Thank you for all your help,
Sherri Chase
Office Manager
Inventory/Purchasing
West Flamingo Animal Hospital
5445 West Flamingo Road
Las Vegas, NV 89103
702-876-2111
8-27 Mburris Email sent to POC looking 9-5
8/27 JJ: Tracking ID: 410241076322, ETA Tuesday, EOD
8-12 Mburris retuned call from POC Sherri Chase to set appt
8-12 Mburris called site LM with front desk for POC who isn't in office yet
8-5 Mburris called spoke with Sherri advised Burton rep told her ordering part, and she would let me know when they arrive on both WO-01293120 and WO-01295491
🔧Work Performed
Customer has new electrical switch wiring and new arm. Removed all parts that needed to be replaced and installed all new parts that had been sent out by customer. But issue with light continued and determined new transformer needed. 9/5 Arrived on site and was given new transformer sent. Began by removing ceiling cover and with the wires burnt that go into light began with removing burnt section and installing new end terminal. Transformer connected to other ceiling lights on electrical panel so had to wait before powering off lights as they were still seeing patients. Once able to power off lights, removed transformer and installed new transformer. Made correct wiring and called Burton lights to confirm proper wiring. Once confirmed powered on light and light functioning again. New light functioned tested by customer and closed ceiling section.
To: inventorymanager.wfah@gmail.com
CC:
BCC:
Attachment: --none--
Subject: Update: Awaiting Parts for Your Work Order
Body:
Dear Customer,Thank you for choosing EMSAR for your service needs.We are currently awaiting the parts necessary to complete the work for your device.Work Order #: WO-01295491Location: West Flamingo Animal HospitalAddress: 5445 West Flamingo Road Las Vegas, NV 89103Device: AIM-50 (Series) 6809632Problem Description: Light drifts on the horizo
📋
Outbound to +17028762111
Completed Aug 12, 2025
8-12 Mburris retuned call from POC Sherri Chase to set appt
📋
Outbound to +17028762111
Completed Aug 12, 2025
8-12 Mburris called site LM with front desk for POC who isn't in office yet
Aug 27, 2025 3:37pm
@Michael Burris @Omar Serrano Tracking info received, ETA is Tuesday 9/2, EOD, please schedule for after that.
📅
WO-01295491 - Repair - AIM-50 (Series) - Las Vegas - West Flamingo Animal Hospital
Sep 6, 2025 1:00pm – 4:00pm
Work Order: WO-01295491
Account: BURTON MEDICAL
Customer Case Number:
Location: West Flamingo Animal Hospital
Address: 5445 West Flamingo Road, Las Vegas, NV 89103
Manufacturer: Burton Medical
Model #: AIM-50 (Series)
Serial #: 6809632
Contact Name: Sherri Chase
Contact Phone: 702-876-2111
Contact
Timeline
📋
▶
2
Work Order Created Aug 4, 8:17 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From:Entered
To:Ready for Scheduling
Duration in Previous:2m
⏳2.0 business days
👷
▶
2
Technician Assigned Aug 5, 1:27 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From:Ready for Scheduling, Assigned
To:Assigned, Awaiting Parts - Customer
Duration in Previous:1d 5h, 0m
⚠️6.0 business days
🗓️
▶
2
Status: Scheduled Aug 12, 7:10 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For:2025-08-22T17:00:00.000+0000
⚠️8.6 business days
🔧
Status: Tech On Site by Omar SerranoAug 22, 2:21 PM
From:Scheduled
To:Tech On Site
Duration in Previous:9d 19h
⏳1.2 business days
⏱️
▶
3
5x Labor Added Aug 25, 1:58 AM
5x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order:00080566
Status:Closed
📦
Status: Awaiting Parts by Omar Serrano
From:Tech On Site
To:Awaiting Parts
Duration in Previous:2d 11h
⏳3.0 business days
🗓️
▶
2
Status: Scheduled Aug 27, 5:33 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For:2025-09-05T17:00:00.000+0000
💵
2x Expenses Added Aug 27, 5:44 PM
Type:Expenses
Status:Open
Qty:1
⚠️6.4 business days
🚗
3x Travel Added Sep 5, 4:48 AM
Type:Travel, Expenses, Labor
Status:Open
Qty:262, 1
🔧
Status: Tech On Site by Omar SerranoSep 5, 1:05 PM
From:Scheduled
To:Tech On Site
Duration in Previous:8d 19h
📅
▶
2
Dispatch Scheduled Sep 5, 9:59 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Omar Serrano
From:Tech On Site
To:Scheduled
Duration in Previous:8h 54m
⏳0.3 business days
⏱️
3x Labor Added Sep 7, 1:01 PM
Type:Labor, Travel, Expenses
Status:Open
Qty:1, 20
⏱️
Labor Added Sep 7, 10:27 PM
Type:Labor
Status:Open
Qty:2.25
✔️
Status: Completed by Omar SerranoSep 8, 12:52 AM
From:Scheduled
To:Completed
Duration in Previous:2d 2h
🏁
Status: Closed by Omar SerranoSep 8, 11:12 AM
From:Completed
To:Closed
Duration in Previous:10h 20m
📄
▶
2
Status: Ready to Bill Sep 8, 1:52 PM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Hannah Shaw
From:Ready to Bill
To:Invoice Pending
Duration in Previous:1m
💰
Status: Invoiced by Hannah ShawSep 8, 1:58 PM
From:Invoice Pending
To:Invoiced
Duration in Previous:3m
⏳2.0 business days
🧾
Invoice Created Sep 9, 4:57 PM
Invoice Number:SM-240284
Bottlenecks
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 8.1 business days (threshold: 2.0 business days)
Exceeded by 6.1 business days
Tech On Site
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.7 business hours
Scheduled
Duration: 6.3 business days (threshold: 2.0 business days)