Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01305530 ↗ ServiceMax

ConvenientMD Urgent Care- Corporate • Inspection • PSM

📍 ConvenientMD Urgent Care - Newburyport — 35 Storey Ave, Newburyport MA, 01950

Sep 22, 2025 → Dec 8, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (44 biz days late)
Active: 51 biz days
🕐 Clock stopped: Completed (Dec 8, 2025)
▶ Clock Running
Status: Created
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 22 → Sep 24, 2025
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 24 → Sep 29, 2025
3 business days (counted)
Running total: 5 of ? biz days used
35d
▶ Clock Running
Status: Scheduled
Sep 29 → Nov 19, 2025
35 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Entered
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 19 → Nov 24, 2025
3 business days (counted)
Running total: 43 of ? biz days used
▶ Clock Running
Status: Entered
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 43 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 43 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Nov 24 → Dec 8, 2025
8 business days (counted)
Running total: 51 of ? biz days used
Created: Sep 22, 2025 Completed: Dec 8, 2025
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Sep 22 → Sep 22 Created ▶ Running 0 0
Sep 22 → Sep 24 Ready for Scheduling ▶ Running 2 2
Sep 24 → Sep 29 Assigned ▶ Running 3 5
Sep 29 → Nov 19 Scheduled ▶ Running 35 40
Nov 19 → Nov 19 Entered ▶ Running 0 40
Nov 19 → Nov 19 Assigned ▶ Running 0 40
Nov 19 → Nov 24 Scheduled ▶ Running 3 43
Nov 24 → Nov 24 Entered ▶ Running 0 43
Nov 24 → Nov 24 Assigned ▶ Running 0 43
Nov 24 → Dec 8 Scheduled ▶ Running 8 51
Dispatch 0.0d
Coordinators 55.7d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
55.7 days
Over SLA
Created: Sep 22, 2025 Due: Nov 26, 2025 Completed: Dec 8, 2025 (11 days late)
📅
52.0 days Total Age
⏱️
36.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
49.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00529166
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 77 pcs https://www.ebiotrack.com/inspection.php?iid=30224
Priority
Standard
Origin
Email
Reason
New Case
Contact
Shannon Benedict
Owner
Jessica Sells
Created
Sep 21, 2025
Work Orders from this Case (1)
WO-01305530 (current) Invoiced
Inspection • David Cavaco
Created: Sep 22, 2025 • Closed: Dec 8, 2025
Completed with significant delays
Invoiced • 163 days old
🚨
Primary Delay 36.0 days stuck in "Scheduled"
⏱️
Total Delay 49.0 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
3.0d / 1.0d SLA
Assigned
4.2d / 0.5d SLA
Scheduled
48.5d / 2.0d SLA
Closed
2.2d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/5 KSmith -- Rescheduled for 12/8 with Olivia, due to FSEs tool breaking last week and replacement is not arriving until today by 3pm.

11/24 KSmith -- Rescheduled for 12/4 with Olivia

11/24 KSmith -- Sent email to Ashley to reschedule for 12/4

11/21 KSmith -- Sent email to Ashley to reschedule for 12/4 (DC). FSE resigned today with no notice

9/29 KSmith -- Scheduled for 11/25 with Ashley

9/29 KSmith -- Sent email to schedule for 11/25

9/24 KSmith -- Sent email to schedule for 11/25

09/24/2025 LHill-called 978-225-6607. spoke with Amanda to confirm equipment & contact. Shannon is no longer with the company. She will give my info to Nadia Maxwell/Practice Manager to call me back.

🔧 Work Performed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service
🔍 Technician Findings
Inspection: Annual Equipment Electrical Safety Test And Calibration Service
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 77 pcs https://www.ebiotrack.com/inspection.php?iid=30224

Timeline

📞
Case Linked Sep 21, 7:00 AM
Case Number: 00529166
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
1.0 business days
📋
2 Work Order Created Sep 22, 11:00 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
3.0 business days
👷
2 Technician Assigned Sep 24, 1:25 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 2h
4.0 business days
🗓️
2 Status: Scheduled Sep 29, 12:10 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-25T14:00:00.000+0000
🚨 36.0 business days
🆕
3 Status: Entered Nov 19, 10:17 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: a0hVU000005CD8HYAW, James Salayo
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-25T14:00:00.000+0000
4.0 business days
🆕
2 Status: Entered Nov 24, 12:08 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: David Cavaco
🗓️
2 Status: Scheduled Nov 24, 3:13 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-04T14:00:00.000+0000
4.0 business days
📅
Dispatch Scheduled by Kourtney Smith Dec 1, 2:06 PM
Scheduled For: 2025-12-04T16:00:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Dec 2, 9:58 AM
Scheduled For: 2025-12-04T17:30:00.000+0000
2.0 business days
📅
Dispatch Scheduled by Kourtney Smith Dec 3, 4:39 PM
Scheduled For: 2025-12-05T15:00:00.000+0000
2.9 business days
📅
Dispatch Scheduled by Kourtney Smith Dec 5, 8:46 AM
Scheduled For: 2025-12-08T13:00:00.000+0000
2.0 business days
⏱️
2 3x Labor Added Dec 8, 5:12 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by DAVID CAVACO
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 14d 1h, 0m
2.8 business days
📄
2 Status: Ready to Bill Dec 10, 12:51 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-248669

Bottlenecks

Ready for Scheduling
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Assigned
Duration: 3.8 business days (threshold: 4.0 business hours)
Exceeded by 3.3 business days
Scheduled
Duration: 36.0 business days (threshold: 2.0 business days)
Exceeded by 34.0 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 8.5 business days (threshold: 2.0 business days)
Exceeded by 6.5 business days
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days

🔗 Related Artifacts

📞
Case 00529166
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
David Cavaco
Scheduled
Dec 8, 8:00 AM
Created
Sep 22, 11:00 AM
Invoice #
SM-248669

Work Details (3)

Name Type Status Qty Amount Date
WL-03030504 Labor Open 2 $0.00 Dec 8, 5:12 PM
WL-03030505 Labor Open 5.5 $1,565.00 Dec 8, 5:12 PM
WL-03030506 Labor Open 2.5 $0.00 Dec 8, 5:12 PM

Details