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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01304146 ↗ ServiceMax

PHILIPS HEALTHCARE • Training • PC

📍 Davon Cox Trunk Stock — 2970 W 24th St Apt 12P, Brooklyn NY, 11224

Sep 12, 2025 → Sep 19, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 20, 2025
✓ SLA Met
Active: 5 biz days
🕐 Clock stopped: Tech Off Site (Sep 20, 2025)
▶ Clock Running
Status: Created
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Scheduled
Sep 12 → Sep 15, 2025
1 business day (counted)
Running total: 1 of ? biz days used
4d
▶ Clock Running
Status: Tech On Site
Sep 15 → Sep 20, 2025
4 business days (counted)
Running total: 5 of ? biz days used
Created: Sep 12, 2025 Tech Off Site: Sep 20, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Sep 12 → Sep 12 Created ▶ Running 0 0
Sep 12 → Sep 12 Assigned ▶ Running 0 0
Sep 12 → Sep 15 Scheduled ▶ Running 1 1
Sep 15 → Sep 20 Tech On Site ▶ Running 4 5
Dispatch 0.2d
Coordinators 1.8d
Field Work 4.8d
Billing 0.0d
✓ SLA Met
Dispatch
0.2 days
Coordinators
1.8 days
Field Work
4.8 days
Over SLA
Billing
0.0 days
Created: Sep 12, 2025 Due: Sep 20, 2025 Completed: Sep 20, 2025 (on time)
📅
6.0 days Total Age
⏱️
26.0d in Closed Longest Stage
🔄
6 transitions Status Changes
⚠️
28.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🚩
5 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚨
5 On-Site Visits
5 on-site visits — critical red flag: repeated failure to resolve
👤 Self-scheduled by Davon Cox — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 15, 2025
Visit 2 Sep 16, 2025
Visit 3 Sep 17, 2025
Visit 4 Sep 18, 2025
Visit 5 Sep 19, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00526766
URGENT Philips WO Request
Closed
Priority
Standard
Origin
Email
Reason
New Case
Contact
EMSAR EMSAR
Owner
John Rolston
Created
Sep 12, 2025
Work Orders from this Case (2)
WO-01304145 Invoiced
Training • Davon Cox
Created: Sep 12, 2025 • Closed: Sep 12, 2025
WO-01304146 (current) Invoiced
Training • Davon Cox
Created: Sep 12, 2025 • Closed: Sep 19, 2025
Completed with significant delays
Invoiced • 173 days old
🚨
Primary Delay 26.0 days stuck in "Closed"
⏱️
Total Delay 28.8 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.2d / 0.5d SLA
Scheduled
1.8d / 2.0d SLA
Tech On Site
4.8d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
26.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
NEW HIRE TRAINING WEEK 2
🔍 Technician Findings
NEW HIRE TRAINING WEEK 2
⚠️ Problem Description
Needing 2 NB Training WOs. Please create 1 with a Due Date of this week, and 1 with a Due Date for next week.

Timeline

📞
Case Linked Sep 12, 11:20 AM
Case Number: 00526766
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Sep 12, 12:02 PM
Work Order: WO-01304146
Type: Training
Priority: PC
👷
▶
3 Status: Assigned Sep 12, 1:22 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Mandy Newman
Technician: Davon Cox
📅
Dispatch Scheduled by Mandy Newman
Scheduled For: 2025-09-15T12:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Davon Cox Sep 15, 1:40 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 0h
⏱️
Labor Added Sep 15, 1:51 PM
Type: Labor
Status: Open
Qty: 4
⏱️
Labor Added Sep 15, 10:43 PM
Type: Labor
Status: Open
Qty: 4.5
⏳ 1.3 business days
⏱️
2x Labor Added Sep 17, 12:45 AM
Type: Labor
Status: Open
Qty: 4, 4.5
⏳ 2.0 business days
⏱️
Labor Added Sep 18, 9:08 AM
Type: Labor
Status: Open
Qty: 4.25
⏱️
Labor Added Sep 18, 9:14 AM
Type: Labor
Status: Open
Qty: 4.25
⏱️
2x Labor Added Sep 18, 5:12 PM
Type: Labor
Status: Open
Qty: 4, 4.5
⏱️
Labor Added Sep 19, 2:44 PM
Type: Labor
Status: Open
Qty: 4
⏱️
Labor Added Sep 19, 3:41 PM
Type: Labor
Status: Open
Qty: 4
🚗
▶
2 Status: Tech Off Site Sep 19, 8:03 PM
Status: Tech Off Site → Status: Closed
🏁
Status: Closed by Davon Cox
From: Completed
To: Closed
Duration in Previous: 0m
🚨 26.5 business days
📄
▶
2 Status: Ready to Bill Oct 28, 8:39 AM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Timothy Amburgey
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 3m, 0m
⏳ 2.0 business days
🧾
Invoice Created Oct 29, 2:40 PM
Invoice Number: SM-244882

Bottlenecks

Tech On Site
Duration: 4.8 business days (threshold: 1.0 business days)
Exceeded by 3.8 business days
Closed
Duration: 26.0 business days (threshold: 1.0 business days)
Exceeded by 25.0 business days

🔗 Related Artifacts

📞
Case 00526766
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Training
Branch
ERLA - PROD
Technician
Davon Cox
Scheduled
Sep 15, 8:00 AM
Created
Sep 12, 12:02 PM
Invoice #
SM-244882

Work Details (10)

Name Type Status Qty Amount Date
WL-02936107 Labor Open 4 $0.00 Sep 15, 1:51 PM
WL-02936853 Labor Open 4.5 $0.00 Sep 15, 10:43 PM
WL-02938310 Labor Open 4 $0.00 Sep 17, 12:45 AM
WL-02938311 Labor Open 4.5 $0.00 Sep 17, 12:45 AM
WL-02940238 Labor Open 4.25 $0.00 Sep 18, 9:08 AM
WL-02940242 Labor Open 4.25 $0.00 Sep 18, 9:14 AM
WL-02941261 Labor Open 4 $0.00 Sep 18, 5:12 PM
WL-02941262 Labor Open 4.5 $0.00 Sep 18, 5:12 PM
WL-02942614 Labor Open 4 $0.00 Sep 19, 2:44 PM
WL-02942739 Labor Open 4 $0.00 Sep 19, 3:41 PM

Details