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WO-01300294 ↗ ServiceMax

CenterWell (Humana) • Calibration • PSM

📍 CenterWell Meadowood — 2703 W. Gate City Blvd. Suite J, Greensboro NC, 27403

Aug 29, 2025 → Sep 9, 2025

✅ Completed
PSM
SLA Clock
Last business day of August 2025 · Target: Aug 29, 2025
✗ SLA Missed (5 biz days late)
Active: 6 biz days
🕐 Clock stopped: Tech Off Site (Sep 9, 2025)
▶ Clock Running
Status: Created
Aug 29 → Aug 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Aug 29 → Sep 2, 2025
1 business day (counted)
Running total: 1 of ? biz days used
1d
▶ Clock Running
Status: Assigned
Sep 2 → Sep 3, 2025
1 business day (counted)
Running total: 2 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Sep 3 → Sep 9, 2025
4 business days (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 6 of ? biz days used
Created: Aug 29, 2025 Tech Off Site: Sep 9, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Aug 29 → Aug 29 Created ▶ Running 0 0
Aug 29 → Sep 2 Ready for Scheduling ▶ Running 1 1
Sep 2 → Sep 3 Assigned ▶ Running 1 2
Sep 3 → Sep 9 Scheduled ▶ Running 4 6
Sep 9 → Sep 9 Tech On Site ▶ Running 0 6
Dispatch 0.0d
Coordinators 8.5d
Field Work 0.2d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
8.5 days
Over SLA
Field Work
0.2 days
Billing
0.0 days
Created: Aug 29, 2025 Due: Sep 30, 2025 Completed: Sep 9, 2025 (21 days early)
📅
7.0 days Total Age
⏱️
4.9d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
7.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00523144
New Voice Message from Virtual Tech HCP - DAINES ZOE (801) 821-3370 on 08/29/2025 7:20 AM
Closed
Miscellaneous Calibration Brecknell - MS1000-LCD Wheelchair Scale Asset ID: 13176034 Serial #: 214800276 Scale needs calibrated, off by 5 or 6 lbs https://www.ebiotrack.com/inspection.php?iid=29638
Priority
Standard
Origin
Email
Reason
New Case
Contact
Zoe Daines
Owner
Sherry Reich
Created
Aug 29, 2025
Work Orders from this Case (1)
WO-01300294 (current) Invoiced
Calibration • Christopher Morning
Created: Aug 29, 2025 • Closed: Sep 9, 2025
Completed with minor delays
Invoiced • 188 days old
🚨
Primary Delay 4.9 days stuck in "Scheduled"
⏱️
Total Delay 7.0 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
Assigned
1.6d / 0.5d SLA
Scheduled
4.9d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/3 MOwens Zoe replied back that any day during the week works. Replied back scheduling the visit for 9/9 eta between 9-10am.

9/3 MOwens Sent email to Zoe asking what days work the best to schedule the service visit.

🔧 Work Performed
9-9-25 CTM - Performed the repair on the medical equipment by calibration . Notified POC Zoe Daines of completion
🔍 Technician Findings
9-9-25 CTM - Perform the repair on the equipment (Scale) located . Notify POC of calibration equipment (Scale) and completion
⚠️ Problem Description
Miscellaneous Calibration Brecknell - MS1000-LCD Wheelchair Scale Asset ID: 13176034 Serial #: 214800276 Scale needs calibrated, off by 5 or 6 lbs https://www.ebiotrack.com/inspection.php?iid=29638

Timeline

📞
Case Linked Aug 29, 8:21 AM
Case Number: 00523144
Subject: New Voice Message from Virtual Tech HCP - DAINES ZOE (801) 821-3370 on 08/29/2025 7:20 AM
Status: Closed
📋
▶
2 Work Order Created Aug 29, 9:10 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Sep 2, 3:08 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4d 5h
🗓️
▶
2 Status: Scheduled Sep 3, 1:08 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-09-09T13:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Christopher Morning Sep 9, 9:37 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 20h
⏱️
3x Labor Added Sep 9, 10:43 AM
Type: Labor, Travel
Status: Open
Qty: 2.5, 1.5, 94
🚗
Status: Tech Off Site by Christopher Morning Sep 9, 11:01 AM
From: Tech On Site, Tech Off Site, Completed
To: Tech Off Site, Completed, Closed
Duration in Previous: 1h 24m, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Sep 11, 9:59 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 2.0 business days
🧾
Invoice Created Sep 12, 6:15 PM
Invoice Number: SM-240575

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 1.6 business days (threshold: 4.0 business hours)
Exceeded by 1.1 business days
Scheduled
Duration: 4.9 business days (threshold: 2.0 business days)
Exceeded by 2.9 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00523144
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Calibration
Branch
Edge
Technician
Christopher Morning
Scheduled
Sep 9, 9:00 AM
Created
Aug 29, 9:10 AM
Invoice #
SM-240575

Work Details (3)

Name Type Status Qty Amount Date
WL-02929558 Labor Open 2.5 $297.50 Sep 9, 10:43 AM
WL-02929559 Labor Open 1.5 $178.50 Sep 9, 10:43 AM
WL-02929560 Travel Open 94 - Sep 9, 10:43 AM

Details